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The Service
Centered Firm
     by Matthew Homann
          LexThink LLC
If you had to change
everything about your
practice, where would
you start?
Slay your sacred
cows.
Be more curious.
The practice of law depends
upon precedents. The
business of law does not.
Don’t be chicken.
Just because everyone else is
doing it doesn’t make it right.
Just because everyone else isn’t
doing it doesn’t make it wrong.
Your peers dismiss
your best ideas
because they’re afraid
you’ll change better
than they will.
Speaking of change...
The things that
change fastest
aren’t always the
ones we expect.
How many of
your clients still
wear a fedora?
Your clients have
less attention to
pay than ever
before.
Proximity to information is now irrelevant.
LEGAL ADVICE
Your clients
compare the
service they
receive from you
to everybody.
We trust ten strangers more than one friend.
Target your
  best clients with
everything you do.
The best client I’ve ever ser ved is:
Do you even
know who your
best clients are?
Your best clients
aren’t always the
ones who pay you
the most.
Their work lights your fire.
What clients like
you best?
Give your worst
clients the boot.
Don’t bet that
bad clients will
get better.
“If I’d asked people
what they wanted,
they would have
said faster horses.”
 -- Henry Ford
What keeps
your best clients
up at night?
One thing your clients want to
buy from you is more sleep.
Measure time the
way your clients do.
... with a calendar.
Answer 80% of your
clients’ questions
before they meet you.
The technology your clients
wish you’d get better at
using is the telephone.
Your clients need great
communication more than
they need great technology.
Give your clients
bite-sized chunks.
Communicate no more
than three things at once.
Survey better.
Give yourself a
grade.
Listen better to
your best clients.
Grow your
favorite clients
into your best
ones.
Then depend
upon your best
clients to grow
your business.
Ask your best
clients, “How can
I find more
clients like you?”
Know when your
best clients need
you the most.
Be certain they
think of you when
you want them to.
Speak to their
influencers.
Never
underestimate
the value of a
nice surprise.
Listen to your
gut. It is usually
right.
n t.
                        cl ie
                 h is
                t
            e
         tak
    n ’t
 o
D
One size doesn’t
have to fit all.
Client Worthiness Index
Firm Report Card
Model Client Survey
People don’t tell lawyer jokes because
they think they’re funny. They tell them
because they think they’re true. Spend
you...
read me




www.nonbillablehour.com
follow me




@matthomann
hire me




www.lexthink.com
contact me




matt@lexthink.com
Building the Service Centered Firm
Building the Service Centered Firm
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Building the Service Centered Firm

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The slides from my recent presentation in Duluth, MN to the Minnesota CLE Solo and Small Firm Conference.

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Transcript of "Building the Service Centered Firm"

  1. 1. The Service Centered Firm by Matthew Homann LexThink LLC
  2. 2. If you had to change everything about your practice, where would you start?
  3. 3. Slay your sacred cows.
  4. 4. Be more curious.
  5. 5. The practice of law depends upon precedents. The business of law does not.
  6. 6. Don’t be chicken.
  7. 7. Just because everyone else is doing it doesn’t make it right.
  8. 8. Just because everyone else isn’t doing it doesn’t make it wrong.
  9. 9. Your peers dismiss your best ideas because they’re afraid you’ll change better than they will.
  10. 10. Speaking of change...
  11. 11. The things that change fastest aren’t always the ones we expect.
  12. 12. How many of your clients still wear a fedora?
  13. 13. Your clients have less attention to pay than ever before.
  14. 14. Proximity to information is now irrelevant.
  15. 15. LEGAL ADVICE
  16. 16. Your clients compare the service they receive from you to everybody.
  17. 17. We trust ten strangers more than one friend.
  18. 18. Target your best clients with everything you do.
  19. 19. The best client I’ve ever ser ved is:
  20. 20. Do you even know who your best clients are?
  21. 21. Your best clients aren’t always the ones who pay you the most.
  22. 22. Their work lights your fire.
  23. 23. What clients like you best?
  24. 24. Give your worst clients the boot.
  25. 25. Don’t bet that bad clients will get better.
  26. 26. “If I’d asked people what they wanted, they would have said faster horses.” -- Henry Ford
  27. 27. What keeps your best clients up at night?
  28. 28. One thing your clients want to buy from you is more sleep.
  29. 29. Measure time the way your clients do.
  30. 30. ... with a calendar.
  31. 31. Answer 80% of your clients’ questions before they meet you.
  32. 32. The technology your clients wish you’d get better at using is the telephone.
  33. 33. Your clients need great communication more than they need great technology.
  34. 34. Give your clients bite-sized chunks.
  35. 35. Communicate no more than three things at once.
  36. 36. Survey better.
  37. 37. Give yourself a grade.
  38. 38. Listen better to your best clients.
  39. 39. Grow your favorite clients into your best ones.
  40. 40. Then depend upon your best clients to grow your business.
  41. 41. Ask your best clients, “How can I find more clients like you?”
  42. 42. Know when your best clients need you the most.
  43. 43. Be certain they think of you when you want them to.
  44. 44. Speak to their influencers.
  45. 45. Never underestimate the value of a nice surprise.
  46. 46. Listen to your gut. It is usually right.
  47. 47. n t. cl ie h is t e tak n ’t o D
  48. 48. One size doesn’t have to fit all.
  49. 49. Client Worthiness Index
  50. 50. Firm Report Card
  51. 51. Model Client Survey
  52. 52. People don’t tell lawyer jokes because they think they’re funny. They tell them because they think they’re true. Spend your career proving them wrong. © Matthew Homann 2010 All Rights Reserved
  53. 53. read me www.nonbillablehour.com
  54. 54. follow me @matthomann
  55. 55. hire me www.lexthink.com
  56. 56. contact me matt@lexthink.com
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