The Client-Centric Law Firm

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TheClient-CentricLawFirmBetterOutcomes forLawyers&Clients

AClioWebinar

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Instructors

Joshua Lenon

• Attorney, admitted in New York• Lawyer in Residence at Clio

Ashley Fisher

• Partnership Executive at Ruby Receptionists

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Agenda

• Success factors of client-centric law firms (15 minutes)• Tips for improving client collaboration (15 minutes)• Services to help connect with clients (15 minutes)• Tools that provide 24/7 access for your clients (15 minutes)• Questions (5 minutes)

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SUCCESS FACTORS OF CLIENT-CENTRIC LAW FIRMS

#ClioWeb Source:BTIClientServiceA-Team2016:SurveyofLawFirmClientServicePerformance

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Rule 1.4 Communication

[1] Reasonable communication between the lawyer and the client is necessary for the client effectively to participate in the representation.

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Why focus on client service?

Firms performing at best-in-class levels of service enjoy:• 30% higher profits• 7% rate premiums across all staffing levels• Double the fees from a single client• 35% higher client retention

Source:BTIConsulting

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Success Factors for Law Firms

1. Will your clients recommend your firm to their peers?2. Does your firm have the reputation to command premium

rates and tackle complex issues? 3. Is your firm recognized for innovative, relevant, and

forward-thinking approaches?

Source:2016BTIBRANDELITE28

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Client’s Choice

Recommend You arerecommendedtopeersandcolleagueswithoutprompting

Short-Listed Yourfirmisconsideredfirstforhiringinnewassignments

Source:2016BTIBRANDELITE28

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Premium

PremiumWorthy Clientspayabovemarketratesandbelieveyouareworthevery pennyandmore

Bet-the-Company Asafechoiceforthemostcomplexandhigh-riskwork

Survivors Morelikely thanotherstobeanindustryleaderovertheterm

Source:2016BTIBRANDELITE28

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InnovationMovers& Shakers Deliveringnewandvaluableservicesor

behaviorsothersfirmsdon’tTech-Savvy Usingtechnologymoreeffectivelyorin

newwaystoaddvalueValueDrivers Makingchangesinprocessortheclient

experiencetoaddvalueClientServiceStrategists

Makingchangesotherfirmsdon’ttoimprovetheclientexperience

Source:2016BTIBRANDELITE28

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TIPS FOR IMPROVING CLIENT COLLABORATION

Tips for Client Collaboration

True collaboration means:

• Being authentic

• Communicating client’s best interest

• Ensuring your client’s feel taken care of

• Building a relationshipIntegrating emotional intelligence into your processes and procedures is the key!

Creating the Infrastructure

At Ruby, this means:

• Staffing appropriately

• Investing in our technology

• Responding to client’s promptly & with care

• Providing receptionists with tools & training

Building Trust

Working to the Middle

• Fostering happiness

• Creating experiences

• Giving clients what they don’t even know they want

How can you do this?

Building Relationships

• Look for characteristics, stories you can relate to

• Go above and beyond to solve a problem

After a Ruby client expressedfrustration and having to figureout the phone system of HERclient, Macie saw that as anopportunity to fosterhappiness—even though Rubywas a few steps removed. Theresult?

“I cannot give Macie in the ClientHappiness department highenoughpraise. She made dealing with myclient’s outdated phone system adelight. Who even knew that waspossible?!

Take a mundane task and make it exciting and different!

Moving to the Top

• Touch points are crucial

• Clients might not notice these little things—simply feel confident and cared for

• Allows you to control the perception of your practice

• Creates cohesive brand experience

Creating Experiences

Focus on realistic promises and strive to over deliver!

Creating Experiences

• Stay away from negative phrases; Instead, offer to help

• Positive phrases pack a punch

• Possible to be professional AND friendly

Phrasing “I can’t”

“I don’t know”

”You’ll have to...”

Creating Experiences

Two steps:

• Strive to be an expert

• Active listening

Giving Them What They Don’t

Even Know They Want

Don’t jump to solutions—listen and acknowledge their pain before offering the best option.

Desi’s WOW story • Someone calledoneofourclients and askedforanemployee not listedon theiraccount

• She found theemployee’scontactinfo online, and alsofound…

• Our clienthappens tohaveaHanSolo cardboard cut-out.Well, being aStarWarsfanherself she took theopportunity tosend aspecialgift.

MeaningfulConnections&

MemorableMoments

BuildingtheRelationship&MaintainingTrust

Designing Your Service Pyramid

BuildingTrust

WOW!

Building Trust

• Uncertainty breeds anxiety

• Establish a communication pattern

• Be sure to answer the phone

• Respond to emails in timely fashion

• Be sensitive to anxieties

• Keep clients updated

• Be transparent

Setting Expectations

Building Trust

• Collecting the right information helps you stay organized and creates a great client experience

• More informed follow-up

• Opportunity to build rapport

• Already feels like the ball is rolling

Intake

Building Relationships & Maintaining Trust

• Swap “but” with “and”• Ex.“Youbring upagoodpoint, andI’dliketoexpandby adding…”

• Turn “I don’t know” into “I will find out!”

• Instead of “You’ll need to/Have to,” try:• “Inmyexperience, thebestthing todo is…”• “Basedonmyexperience, Iwould recommend...”• “I’vefound itworkswellto...”

• And don’t forget to say, “Thank you!”

Active Listening

• Let the client tell their story

• Make sure they feel heard

• Use phrasing like, “Let me make sure I’m hearing you correctly,” and “What I’m hearing you say is…”

• Be mindful of your listening pitfalls

10 Ways to Make Meaningful Connections

• Birthdays• New babies• Moving offices• Things you have in common• Awards & big deals inked• Landmark achievements• Hobbies & interests• Favorite sports team• Spouses & family member names• When they’re under the weather

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SERVICES TO HELP CONNECT WITH CLIENTS

Importance of Feedback

• Periodic client surveys help you spot problems before they’re unfixable, as well as keep you improving your services!

• SurveyMonkey• Free plan• Ability to customize

• Hively• Real-time feedback• Insert into email signature

Client Communication

MailChimp• Design & deliver email

campaigns • Easy-to-understand reports

Lexicata• Cloud-based CRM• Keep all your potential client

information organized

Netdocuments• Cloud-based email & document management

Dropbox• Easy way to share documents• Side-by-side collaboration

Whitney’s WOW Story

• Receptionist took call for attorney client from client’s insurance agency regarding an accident

• Receptionist took message, and also saw opportunity to foster happiness

• Sent a note along with a car emergency kit to let the client know he was in our thoughts

Roadside Assistance

TOOLS THAT PROVIDE 24/7 ACCESS FOR YOUR CLIENTS

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6 Tools from Client-Centric Law Firms

1. Client Portals

2. Forms & Signatures

3. Intake Forms

4. Online Bill Pay5. Calendaring &

Notifications6. Security

7. Online Communications

Source:EmpowerYourClientsThroughTechnology,ABATECHSHOW2016

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Client Portals

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Forms

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Signatures

• Uniform Electronic Transactions Act – “Electronic signature” means an electronic sound, symbol, or

process attached to or logically associated with a record and executed or adopted by a person with the intent to sign the record.

• Electronic Signatures in Global and National Commerce Act (Pub.L. 106–229, 114 Stat. 464, enacted June 30, 2000, 15 U.S.C. ch. 96)

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Signatures

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Signatures

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Intake Forms

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Online Bill Pay

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Clio Payments

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Calendaring & Notifications

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Calendaring & Notifications

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Calendaring & Notifications

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Security

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Online Communications

ThreadKM Signal – Private Messenger

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Privacy in Online Communications

www.eff.org/secure-messaging-scorecard

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QUESTIONS

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Thank You

Joshua Lenon

joshua@clio.com

@JoshuaLenon

Linkedin.com/in/joshualenon