A LL A BOUT C LIENTS N O CLIENTS ? N O LAWYER ! Every business must - PowerPoint PPT Presentation

A LL A BOUT C LIENTS

N O CLIENTS ? N O LAWYER ! • Every business must have customers. Every law practice has to have clients. • This is perhaps the most challenging part of starting a private practice. • Clients = Paying Clients

C OMMUNICATION IS KEY • We all spend every day communicating, but that doesn’t mean we are all very good at it. • Much of what lawyers do involves communication, from written documents to oral arguments and discussions. • Miscommunication can be dangerous in the legal environment

C OMMUNICATION IS KEY • In addition to great legal work, the successful law firm must deliver great client (customer) service. • Great service is mostly about communication. • Build tools (e.g. forms, templates and checklists) for client communication just like you do for your legal work.

E STABLISH CLIENT EXPECTATIONS • Clients are pleased when their expectations are met and frustrated they are not. • Clients with unreasonable expectations soon become a burden to the law practice. • Determine the client’s expectation and attempt to help them with reasonable expectations.

E STABLISH CLIENT EXPECTATIONS • Explain that personally returning phone calls is sometimes a challenge. • Discuss anticipated response times (e.g. 24 hours, 48 hours or end of next business day) • Discuss e-mail and fax confidentiality issues. • Discuss the backup plan when you are unavailable.

C LIENT SERVICE SYSTEMS • Regular communication • Written status reports • Automated or delegated where appropriate • Client document repositories • Feedback is important

D EALING WITH BAD NEWS • Warning Signs of Problem Clients. You do not have to represent everyone! • Bad news should be communicated in person if possible. It is important to handle this immediately. • Advise if independent counsel is needed

C ONFLICTS CHECKS • Keep a searchable people database – Spreadsheet, contacts (shared), word processing table, practice management • Establish a procedure for conflicts check • Do a conflicts check when adding a lateral move attorney

C OMMUNICATION TOOLS • Screensharing • Video conferencing • Online appointment creation • Extranets

C LIENT SATISFACTION TOOLS • You have to ask – End of representation surveys – Send feedback options with every invoice