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During the past three decades, I've heard many clichés about the legal industry. One of them is that companies hire the lawyer and not the law firm. I think this one is often still true, but, for the first time in my career, I am noticing that this cliché is no longer as applicable as it used to be. This change is happening both at law firms and at litigation consulting firms like ours. It's true there are some special lawyers out there, particularly trial lawyers. Many of them can be recognized by their first names only, like Beth, David, and Brendan. To be sure, these trial lawyers are extraordinary. They are the go-to lawyers for in-house counsel when the stakes are highest – among other things, because they win cases reliably, even when the facts are not on their side.

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by Ken Lopez Founder/CEO A2L Consulting

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by Ken Lopez Founder/CEO A2L Consulting

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by Ken Lopez Founder/CEO A2L Consulting Some companies have justifiably built a reputation for extraordinary customer service. Ritz-Carlton is one of them, but not everyone has had the opportunity to test that reputation in real life. As it happens, I recently put Ritz-Carlton to the test while I stayed at the Ritz-Carlton in Maui, Hawaii. It’s a lovely place, and my wife and I chose the Club Level for our stay. But as can happen even at a Ritz-Carlton, some things went wrong. Actually, a lot of things went wrong. The club level was unexpectedly bought out by an unnamed VIP, and when my wife and I checked in for what was supposed to be our first real vacation without our triplets since our honeymoon in 2006, the front desk staff let us know that we would not be receiving the five meals per day and adult beverages associated with a Ritz-Carlton club level stay.

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