Customer service may seem like a lost art nowadays, but for your legal organization, that means it's more important than ever to get it right. In this episode, Richard Culberson, Chief Executive Officer of Moneypenny and Voice Nation, North America, discusses how to ensure your intake process makes a great first impression on potential clients and how to adapt it to the market you're in.

Amid everything your firm does on a daily basis, digital marketing may not seem like a top priority, but it can be one of the most important ways to grow your business and find new clients. Join Bo Royal, Co-Founder and Chief Executive Officer of Pareto Legal, as he shares his insights on how you can use marketing to cut through the online noise and get a large return on your investment.

A robust mentorship program can be an important recruiting and retention tool for your firm, but it also requires commitment from everyone involved. In this episode, Elise Powers, Founder of Eleview Consulting, talks about how to structure a mentorship program and convince partners to dedicate time to supporting the next generation of senior attorneys. She also gives a preview of her presentation at ALA's 2024 Annual Conference titled, "How to Reenergize Your Firm's Mentorship Program."

For more information or to register for Annual Conference, visit alaannualconf.org.

Recognizing the need for succession plans at your firm is a good first step, but what does that plan look like in practice? In this episode, David Wood, a former trial attorney and Principal of David Wood Consulting, talks about the plan he created and used to successfully transition his clients to the next generation of attorneys. He also discusses the role firm administrators play in ensuring a succession plan runs smoothly.

Why is change such a tough thing to manage in firms (well, for people in general)? Catherine Alman MacDonagh, JD, the Founder of Legal Lean Sigma Institute and a member of ALA’s Professional Development Advisory Committee, discusses steps for managing change, the importance of creating small change “wins,” how to avoid change burnout and more. Plus, we leave on a positive note about how to feel hopeful about changes.