Spring Break! Plus, a Practical Guide to Come in Season 3...
Spring Break! Plus, a Practical Guide to Come in Season 3...
The Five Star Counsel podcast is prepping for a little break while we wrap up season two and prepare for season three, w... Read more
5 Apr 2023
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3mins
S2 E13. Answering Our Show's Big Question
S2 E13. Answering Our Show's Big Question
Our show has tackled client service by framing it around one big question: "What would a firm created by the founders of... Read more
16 Mar 2023
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13mins
S2 E12. Recovering From Service Mistakes
S2 E12. Recovering From Service Mistakes
How do you handle client-facing mistakes? As much as we try to avoid them, mistakes are inevitable, even for us perfecti... Read more
23 Feb 2023
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9mins
S2 E11. Making Service Improvements
S2 E11. Making Service Improvements
There's a common misconception and fear we see in attorneys. Attorneys can fall prey to thinking that becasue they're we... Read more
20 Jan 2023
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10mins
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S2 E10. Maintaining Your Service Consistency
S2 E10. Maintaining Your Service Consistency
Now that you have addressed your standards, and you've implemented processes that should lead to those standards being m... Read more
11 Jan 2023
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12mins
S2 E9. Setting Your Delivery Standards
S2 E9. Setting Your Delivery Standards
Now that we've discussed the components of our firm's service, it's time to think about how we measure successful servic... Read more
5 Jan 2023
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15mins
S2 E8. Your People: Hiring, Training, and Managing
S2 E8. Your People: Hiring, Training, and Managing
We've built the pieces of the machine for great service, but now it's time to focus on the fuel - your employees. People... Read more
13 Dec 2022
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16mins
Service Delivery in the New Experience Economy w/ Joe Pine
Service Delivery in the New Experience Economy w/ Joe Pine
Have you progressed beyond the dark ages of stodgy, antiquated law practice? If you're listening to this show, I bet you... Read more
6 Dec 2022
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31mins
S2 E7. Defining the Five Star Experience
S2 E7. Defining the Five Star Experience
Now that we've laid the groundwork for building great service, and talked about how to avoid pitfalls, we should really ... Read more
17 Nov 2022
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17mins
S2 E6. Avoiding Red Herrings
S2 E6. Avoiding Red Herrings
Before we dive deeper into what service is, let's take a look at what service ISN'T. I like to classify these distractio... Read more
1 Nov 2022
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13mins
