View
274
Download
0
Embed Size (px)
Citation preview
#ClioWeb
TheClient-CentricLawFirmBetterOutcomes forLawyers&Clients
AClioWebinar
#ClioWeb
Instructors
Joshua Lenon
• Attorney, admitted in New York• Lawyer in Residence at Clio
Ashley Fisher
• Partnership Executive at Ruby Receptionists
#ClioWeb
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)
#ClioWeb
SUCCESS FACTORS OF CLIENT-CENTRIC LAW FIRMS
#ClioWeb Source:BTIClientServiceA-Team2016:SurveyofLawFirmClientServicePerformance
#ClioWeb
Rule 1.4 Communication
[1] Reasonable communication between the lawyer and the client is necessary for the client effectively to participate in the representation.
#ClioWeb
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
#ClioWeb
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
#ClioWeb
Client’s Choice
Recommend You arerecommendedtopeersandcolleagueswithoutprompting
Short-Listed Yourfirmisconsideredfirstforhiringinnewassignments
Source:2016BTIBRANDELITE28
#ClioWeb
Premium
PremiumWorthy Clientspayabovemarketratesandbelieveyouareworthevery pennyandmore
Bet-the-Company Asafechoiceforthemostcomplexandhigh-riskwork
Survivors Morelikely thanotherstobeanindustryleaderovertheterm
Source:2016BTIBRANDELITE28
#ClioWeb
InnovationMovers& Shakers Deliveringnewandvaluableservicesor
behaviorsothersfirmsdon’tTech-Savvy Usingtechnologymoreeffectivelyorin
newwaystoaddvalueValueDrivers Makingchangesinprocessortheclient
experiencetoaddvalueClientServiceStrategists
Makingchangesotherfirmsdon’ttoimprovetheclientexperience
Source:2016BTIBRANDELITE28
#ClioWeb
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
#ClioWeb
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
#ClioWeb
#ClioWeb
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
#ClioWeb
Client Portals
#ClioWeb
Forms
#ClioWeb
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)
#ClioWeb
Signatures
#ClioWeb
Signatures
#ClioWeb
Intake Forms
#ClioWeb
Online Bill Pay
#ClioWeb
#ClioWeb
Clio Payments
#ClioWeb
#ClioWeb
#ClioWeb
#ClioWeb
Calendaring & Notifications
#ClioWeb
Calendaring & Notifications
#ClioWeb
Calendaring & Notifications
#ClioWeb
Security
#ClioWeb
Online Communications
ThreadKM Signal – Private Messenger
#ClioWeb
Privacy in Online Communications
www.eff.org/secure-messaging-scorecard
#ClioWeb
QUESTIONS