The attorney-client relationship is one of the most important tools you have to ensure your firm’s success. See how you can find new ways to connect and create a truly enjoyable customer service experience for your clients.

1. Customer
Service and
Your Firm
Mark Britton
Founder & CEO

4. “It is not the employer who pays
the wages. Employers only
handle the money. It is the
customer who pays the wages.”
- Henry Ford

5. “[R]esearch has found that . . .
Customers actually want good
customer service more than they want
low prices . . . but companies often treat
customer service as an unwanted
stepchild . . .”
- Marketing Profs
How to Keep Your Customer
Care Efforts on Track

6. SOLUTIONS
GOOD
FEELINGS

8. TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING

9. Communication

10. Communication
Spouse
Family
Friend
Boss
Employee
Co-worker
Coach
Trainer
Priest
Neighbor
Dog

12. TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING

14. TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING

16. Feedback Loop

17. Feedback Loop
Exit Interview
Pick Up Phone
In Passing
EOP Survey
Solicit Reviews
Consultant

19. MOATS
Unique vs. Unexpected
Technology Platform
Accessibility
Unique Experience
Gifts (?)

20. TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING

23. Fired Up
Don’t Make Me Think
Don’t Make Me Wait
Follow-up (early and often)
Focus on Me
Apologize

26. TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING

29. Caring
Front-end vs. Back-end
Thought of You
Go-To Lawyer
Treat as Individuals
Employees

30. Contact Info
• Twitter.com/mark_britton
• Lawyernomics Blog: lawyernomics.avvo.com
• Lawyernomics: conferences.avvo.com
- May 13-15, 2015, Wynn Hotel, Las Vegas