Unbundling goes by many names, including “limited scope legal services.” Lawyers provide specified services to clients rather than “full service” representation. It’s like ordering food à la carte instead of a fixed, seven-course meal.
Recently, Susan Yates and I conducted mediation trainings on behalf of the United States District Court for the District of New Hampshire, the New Hampshire Judicial Branch Office of Mediation and Arbitration, and the University of New Hampshire, School of Law.
I am delighted to announce that my new book is now available. Smart & Savvy: Negotiation Strategies for Academia is based on my experience training scientists and doctors in negotiation.
Counting passes of a basketball. Sounds easy, doesn’t it? But there is a famous experiment which shows that many people get so engrossed in a simple task such as counting passes by a group of basketball players that they completely fail to notice the guy in the gorilla suit who walks through the room.
The impact is that the key battleground for customer loyalty is now complaints. If consumers at best are happy to self-manage and at worst are discouraged from contacting, then when a real issue arises, it becomes the only point after purchase that a customer really has to engage with a business.
