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The Five Pillars of Client Service


Red Line

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
  • Through facilitated dialogue and brainstorming, develop a list of personal and firm-wide best practices.

 

 

"David presented a program for our lateral attorneys on "Mastering the Art of Client Service." He was easy to work with and did a great job of customizing the program to our needs. David's presentation was impressive and to the point. Participants reported that David made them enthusiastic about keeping on top of client relationships."

Amanda Duckworth, former Chief Marketing Officer, Morrison & Foerster

 

 

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Phone: 949-715-0819