SLIDE 1
- 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
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 - - 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
SLIDE 2
SLIDE 3
- 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
- ral arguments and discussions.
- Miscommunication can be dangerous in the
legal environment
COMMUNICATION IS KEY
SLIDE 4
- 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.
COMMUNICATION IS KEY
SLIDE 5
- 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.
ESTABLISH CLIENT EXPECTATIONS
SLIDE 6
- 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.
ESTABLISH CLIENT EXPECTATIONS
SLIDE 7
- Regular communication
- Written status reports
- Automated or delegated where appropriate
- Client document repositories
- Feedback is important
CLIENT SERVICE SYSTEMS
SLIDE 8
- 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
DEALING WITH BAD NEWS
SLIDE 9
- 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
CONFLICTS CHECKS
SLIDE 10
- Screensharing
- Video conferencing
- Online appointment creation
- Extranets
COMMUNICATION TOOLS
SLIDE 11
- You have to ask