The Client-Centric Law Firm
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Better Outcomes for Lawyers and Their Clients A recent study identified three critical success factors that help law firms find and retain the most sought-after clients. Will your clients recommend your firm to their peers? Does your firm have the reputation to command premium rates and tackle complex issues? Is your firm recognized for innovative, relevant, and forward-thinking approaches? Clients reward firms that give them effortless experiences. Crafting a streamlined approach not only helps your law firm but also aids clients. Firms that focus on their clients’ experience find their clients participate fully throughout the progression of their case, share information more readily, and are more responsive to requests. Join Clio and Ruby Receptionist as they explore the success that follows a client-centric approach. In this free webinar you will learn: Success factors of client-centric law firms Tips for improving client collaboration Services to help connect with clients Tools that provide 24/7 access for your clients
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The Client-Centric Law Firm
- 2. #ClioWeb Instructors Joshua Lenon • Attorney, admitted in New York • Lawyer in Residence at Clio Ashley Fisher • Partnership Executive at Ruby Receptionists
- 3. #ClioWeb Agenda • Successfactorsof client-centriclaw firms (15 minutes) • Tips for improving client collaboration(15 minutes) • Servicesto help connectwith clients (15 minutes) • Tools that provide24/7 accessfor your clients (15 minutes) • Questions(5 minutes)
- 4. #ClioWeb SUCCESS FACTORS OF CLIENT-CENTRIC LAW FIRMS
- 6. #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.
- 7. #ClioWeb Why focus on client service? Firms performingat best-in-classlevelsofserviceenjoy: • 30% higher profits • 7% rate premiums acrossallstaffing levels • Doublethe fees froma single client • 35% higher client retention Source: BTI Consulting
- 8. #ClioWeb Success Factors for Law Firms 1. Will your clients recommendyourfirm to their peers? 2. Does your firm havethe reputationto command premium rates and tackle complex issues? 3. Is your firm recognizedfor innovative,relevant,and forward-thinkingapproaches? Source: 2016 BTI BRAND ELITE 28
- 9. #ClioWeb Client’s Choice Recommend You are recommended to peers and colleagues without prompting Short-Listed Your firm is considered first for hiring in new assignments Source: 2016 BTI BRAND ELITE 28
- 10. #ClioWeb Premium Premium Worthy Clients pay above market rates and believe you are worth every penny and more Bet-the-Company A safe choice for the most complexand high-risk work Survivors More likely than others to be an industry leader over the term Source: 2016 BTI BRAND ELITE 28
- 11. #ClioWeb Innovation Movers & Shakers Deliveringnew and valuable services or behaviors others firms don’t Tech-Savvy Using technology more effectively or in new ways to add value Value Drivers Making changes in process or the client experience to add value Client Service Strategists Making changes other firms don’t to improve the client experience Source: 2016 BTI BRAND ELITE 28
- 12. #ClioWeb TIPS FOR IMPROVING CLIENT COLLABORATION
- 13. Tips for Client Collaboration
- 14. True collaboration means: • Being authentic • Communicating client’s best interest • Ensuring your client’s feel taken care of • Building a relationship Integrating emotional intelligence into your processes and procedures is the key!
- 16. 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
- 17. Working to the Middle • Fostering happiness • Creating experiences • Giving clients what they don’t even knowthey want How can you do this? Building Relationships • Look for characteristics, stories you can relate to • Go above and beyond to solve a problem
- 18. After a Ruby client expressed frustration and having to figure out the phone systemofHER client,Macie sawthat asan opportunityto foster happiness—even though Ruby was a few stepsremoved.The result? “I cannot give Macie in the Client Happinessdepartment highenough praise.She made dealingwith my client’soutdated phone systema delight. Who even knew that was possible?!
- 19. Take a mundane task and make it exciting and different!
- 20. 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!
- 21. Creating Experiences • Stay away from negative phrases; Instead, offerto help • Positive phrases pack a punch • Possible to be professionalAND friendly Phrasing “I can’t” “I don’t know” ”You’ll have to...”
- 22. 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.
- 24. Desi’s WOW story • Someone called one of our clients and asked for an employee not listed on their account • She found the employee’s contact info online, and also found… • Our client happens to have a Han Solo cardboard cut-out. Well, being a Star Wars fan herself she took the opportunity to send a special gift.
- 25. Meaningful Connections & Memorable Moments Building the Relationship & Maintaining Trust Designing Your Service Pyramid Building Trust WOW!
- 26. Building Trust • Uncertainty breedsanxiety • Establish a communication pattern • Be sure to answer the phone • Respond to emailsin timely fashion • Be sensitive to anxieties • Keep clientsupdated • Be transparent Setting Expectations
- 27. Building Trust • Collecting the right information helpsyou stay organized and createsa great client experience • More informed follow-up • Opportunity to build rapport • Already feelslike the ball is rolling Intake
- 28. Building Relationships & Maintaining Trust • Swap “but” with “and” • Ex. “You bring up a good point, and I’d like to expand by adding…” • Turn “I don’t know” into “I will find out!” • Instead of “You’ll need to/Have to,” try: • “In my experience, the best thing to do is…” • “Based on my experience, I would recommend...” • “I’ve found it works well to...” • And don’t forget to say, “Thank you!”
- 29. Active Listening • Let the client tell theirstory • 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 ofyourlistening pitfalls
- 30. 10 Ways to Make Meaningful Connections • Birthdays • New babies • Moving offices • Thingsyou have in common • Awards & big dealsinked • Landmark achievements • Hobbies&interests • Favorite sportsteam • Spouses&family member names • When they’re underthe weather
- 31. #ClioWeb SERVICES TO HELP CONNECT WITH CLIENTS
- 32. Importance of Feedback • Periodic client surveyshelp you spot problemsbefore they’re unfixable,aswell as keep you improving your services! • SurveyMonkey • Free plan • Ability to customize • Hively • Real-time feedback • Insert into email signature
- 33. Client Communication MailChimp • Design & deliveremail campaigns • Easy-to-understandreports Lexicata • Cloud-basedCRM • Keep all yourpotential client information organized Netdocuments • Cloud-basedemail &document management Dropbox • Easy way to share documents • Side-by-side collaboration
- 35. Whitney’s WOW Story • Receptionist took call for attorney clientfromclient’s insurance agencyregarding an accident • Receptionist took message, and also saw opportunity to fosterhappiness • Sent a note along with a car emergency kit to let the client knowhe was in our thoughts Roadside Assistance
- 36. TOOLS THAT PROVIDE 24/7 ACCESS FOR YOUR CLIENTS
- 37. #ClioWeb
- 38. #ClioWeb 6 Tools from Client-Centric Law Firms 1. Client Portals 2. Forms & Signatures 3. Intake Forms 4. Online Bill Pay 5. Calendaring & Notifications 6. Security 7. Online Communications Source: Empower Your Clients Through Technology, ABATECHSHOW 2016
- 40. #ClioWeb Forms
- 41. #ClioWeb Signatures • UniformElectronicTransactionsAct – “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. • ElectronicSignaturesin Global andNationalCommerce Act (Pub.L. 106–229, 114 Stat. 464, enactedJune 30, 2000, 15 U.S.C. ch. 96)
- 46. #ClioWeb
- 48. #ClioWeb
- 49. #ClioWeb
- 50. #ClioWeb
- 55. #ClioWeb Online Communications ThreadKM Signal – Private Messenger
- 56. #ClioWeb Privacy in Online Communications www.eff.org/secure-messaging-scorecard