Lucy Dickens > Quotes

“Deliver an exceptional customer experience”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“The challenge facing the profession has been neatly described as the more-for-less challenge, which is exactly as its name suggests: clients are demanding more but are willing to pay less.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“A couple of years ago, clients would expect to have to make an appointment with a lawyer in order to be told what legal services could help them with their problem. Today, clients expect that information to be free, given over the phone instantly, or, better yet, available on demand on a website. Clients don’t want to pay you to understand their problem and work out what they need, they just care about the outcome.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Excel at quality of work, speed of delivery or convenience”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“According to Gerber, to run a successful business, business owners need to balance three personalities: the technician the manager the entrepreneur.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Harvard Business School professor Clayton Christensen describes the approach of building an entire brand around a job to be done as ‘purpose branding’. Purpose branding involves naming the product after the purpose it serves. In other words, as Clarissa Rayward, Director of Brisbane Family Law Centre, likes to say, it does what it says on the tin.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“the first lesson: you need to stop thinking of your law firm as a practice and start thinking of it as a business that sells legal products.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“To do that, you need to shift your mindset from one that focuses on the practice of law to one that focuses on how the business must work.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“what can I change so I never have to do this again?”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“overcome some of the most common objections to implementing change: ‘I don’t know where to start’ and ‘I don’t have time’.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Most clients are looking for a solution to a problem. They’re interested in an outcome or result.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Don’t just tell people that you charge fixed fees, show them. Go that extra step and publish your prices on your website.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Scale is not a destination. Don’t get caught up in the narrative telling you to grow if growth isn’t what you really want. Remember, big isn’t the same as great.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Growth for growth’s sake is not a good strategy and, according to Collins, is the beginning of the end. Big is not the same as great, and neither is bigger necessarily more profitable.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“A lifestyle change begins with a vision and a single step.’ Jeff Galloway”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Law firms that thrive in today’s market are those whose point of difference is the value they provide to their clients. In other words, it’s not about the firm, it’s about their customers.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“If your business depends on you, you don’t own a business – you have a job. And it’s the worst job in the world because you’re working for a lunatic!”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life

“Selling products makes it easier to: attract prospects – you offer tangible solutions, not a list of skills and capabilities convert them to clients – the solution you offer stands out from your competitors for all the right reasons – you’re the credible expert offering a solution to your client’s problem at a transparent price deliver an outstanding service – your system for delivery will enhance your customer experience. Your focus is on delivering an outcome in the most effective way.”
― Lucy Dickens, It's Time To Do Law Differently: How to reshape your firm and regain your life