The Five Pillars of Client Service
In a world where 46.5% of clients got rid of their primary law firms, where 80%
of clients say the reason firms are fired is because of insufficient communication
and poor service, and where 75% of Fortune 1000 corporate counsel say client
focus is the major factor that gets firms short-listed, we learn that client
service is THE major differentiator among otherwise interchangeable lawyers and
firms. The ability to build strong relationships, offer exceptional value, demonstrate
extraordinary responsiveness, anticipate needs, and become one with a client’s
business are the hallmarks of the masters of client service.
It should be the obligation of every lawyer to provide superior service. The
challenge is that variations in personal standards are as numerous as the lawyers
in your firm. Additionally, many just don’t understand how to stand out
in the minds of those they seek to impress.
The Five Pillars of Client Service program demystifies the process of becoming
trusted advisors by demonstrating extremely practical techniques lawyers at
every level can use for building a loyal following of clients and referral
sources. The program resonates with your most senior partners as well as with
summer associates, and it can be customized and integrated to align with the
specific goals of your firm. During these two hour interactive workshops, your
lawyers will:
- Develop a framework for understating the scope of what it means to deliver
exceptional service;
- Learn industry-wide success stories;
- Share their personal secrets of success; and
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Through facilitated dialogue and brainstorming, develop a list of personal
and firm-wide best practices.
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