But my mission here is not to tell large firms how to run themselves — its to
talk about client service.
Sam Glover: So let
's talk about your client service model because that's what we're here to chat about and it sounds like what you've done is you've taken the less desirable section of the landlord market right?
Thanks for being with us today, and we are gonna
talk about client service fundamentals, which is, no matter what kind of fancy technology people are using, or if they're delivering legal services from oak desks and leather chairs, they kinda remain constant.
It's report card time (in Ontario primary schools at least), so why don't
we talk about some client service report cards for you and your firm.
If I started asking them, «Okay, let
's talk about client service.
Not exact matches
To summarize: Instead of having a profile page that reads like an online résumé, instead you
talk about the unique value and benefit your product or
service provides to your ideal
clients and customers.
It should also be willing to give you the names of some of its
clients in your industry and encourage you to
talk to other business owners
about the quality of their
service.
Winterberg says advisors have to offer an equivalent robo - advisor
service but also make clear that they do much more than just «turnkey asset management and stock selection... This week of all weeks they should be saying that to
clients, how they create financial plans and go beyond just investments but
talk about cash flow, taxes, estate plans and college planning.
Understanding how to
talk to
clients about goals is an aspect of behavioral finance that is covered in depth by the new wealth management education program developed by The American College of Financial
Services.
Last year, we saw influencer marketing explode — becoming one of the most
talked about topics among marketers and arguably our most - requested digital marketing
services among both B2B and B2C
clients.
Bloomberg was the first to report that Barclays is
talking to
clients about a cryptocurrency
service.
Open Adoption & Family
Services says that «Origins Therapy serves adopted people placed through foster care, international adoptions, and domestic adoptions... Our licensed clinical social workers assist
clients with navigating relationships,
talking to children
about their origins and issues related to identity, grief and loss.»
Generally, we can be at your home anytime, but most
clients utilize our
services from 10 p.m. until 7 a.m.. Upon arrival, we take time to
talk about how things are going and how your baby (or older child) is doing.
Register And Kolkata Elite dating sites online; which ones you can find more than an escort agencies and as part comes to
talk about the category Women Simply start personal
services for sex greatly reduces the category Women looking for company of complicity in Australia for download the
client.
Learning Pool is
talking to existing and potential
clients in financial
services, retail and contact centres
about the use of Otto as a pure performance support tool for querying knowledge bases crafted from inbound call logs, compliance documents and other knowledge sources.
In this presentation, Jeff will
talk about how the company is extending many of Random House's
services, including their digital and marketing capabilities, to their base of distribution
clients.
So I sat down with one of our life insurance experts, Brian Grimes, CFP, a senior
client services manager here at PolicyGenius, to
talk about this scenario.
«At GKFX, we're continuously
talking to our
clients about ways to upgrade our products and
services and our new spread bet offering is another example of this.
Tammy enjoys
talking with our
clients, hearing stories
about their furry friends and helping them choose appropriate
services and products for their pets.
Several media outlets, both nationally and abroad, have picked up on a story
about Bendersky and his designer pet «tattoo»
service that is catching on with his upscale New York City
clients, and it has got people
talking.
Guest host Camille Stell is the Vice President of
Client Service for Lawyers Mutual Liability Insurance Company and she
talks about these new dynamics.
Patent Attorney Mark Houghton,
talks about his specialist Patent practice, Patent Outsourcing Limited, which provides European Patent prosecution
services, mainly to US
clients, and he also
talks about specific current European patent issues of interest, particularly the European Patent Office's «Early Certainty» initiative and its impact on
clients with larger portfolios.
What he's
talking about is when you're billing somebody monthly for a
service, that's a habit and they just do it because maybe they like you, maybe their loyal to you, but eventually they go while I'm not really getting the value from this, which is why it's so important for lawyers to make sure that
clients appreciate the value their giving.
Sam: Do you find, because this always comes up when we start
talking about law as a business, do you feel like there is a trade off between thinking of your firm as a business and the quality of
service that you give to your
clients?
Today we want to
talk more
about client service and maybe how attorneys are or should be rethinking their relationship to their
clients.
On today's podcast, Martha Delaney explains common misconceptions many lawyers have
about representing low - income
clients, identifies barriers to representing
clients,
talks about good
client service.
Forrest, you
talked about one of the benefits being that when you do unbundled
services you get paid upfront and you're not carrying bills from your
clients.
It's easier for lawyers to
talk about how they're different and to offer different types of
services so maybe the reason that lawyers don't have any incentive to have anything other than inconveniencing
clients during the day and forcing them to come to drab meeting rooms, because there's not a whole lot of competition that gives you a benefit if you don't do that.
We know that when we
talk about things like ethical obligations and lawyers providing a professional
service, we know that the
client's interests are paramount.
Sam Glover: I guess, I'm curious
about what both of you think
about this, but there's been a lot of
talk about the movement at big firms and I think smaller firms are starting to try to do this too, where you do build the firm up as a brand that guarantees a kind of
service and a level of
service and institutional knowledge and technology competency, to try and encourage companies and
clients of all kinds to hire the firm, not the lawyer and so that the firm can say to the lawyer, «Go ahead and leave.
How do you price your unbundled
services and how do you
talk about that with
clients?
It may be some of the things that I am going to
talk about in a minute, which are arming lawyers with the tools that they need so that they can practice more efficiently and make their
services more affordable for
clients.
When tempted to
talk about features, think
about why those features of your
service are helpful to the
client.
Lawyers tend to market themselves by
talking about their knowledge and experience and the «features» of the
service they provide, but many
clients (even those experienced in using lawyers) may not understand why that knowledge or experience is important to them.
Kent
talked about how Merck recently moved from having a
service - level - agreement arrangement with its internal
clients to a «collaborative working arrangement.»
Clients» desire to avoid falling foul of evolving EU data privacy legislation is continuing to shape the eDiscovery market and Andrew Szczech, director of legal technology
services at Kroll Ontrack, told Legal IT Insider: «The thing that people are
talking about with regard to global eDiscovery is that data privacy is driving the way eDiscovery
services are provided.
Time for another movie: this time Joanna Kingston - Davies, CEO at full -
service law firm Lees Solicitors,
talks about how Proclaim legal software, from Eclipse Legal Systems, helps the 100 + staff firm to provide the ultimate in
service delivery and
client care.
Every law firm must need social media marketing
services for getting more visibility and connected with their
clients,
talk to our experts today
about creating a social media campaigns for your law firm.
Oh sure, there is the occasional in - house program on
client service and websites are edited to
talk about the firm's commitment to
client service.
People will
talk about exceptional
client service.
He first
talks to
client services director Ben Jennings
about the company's move beyond transcription into the broader world of document production, and then it is over head of new business David Jones to discuss the company's latest products, including the Smart Notes system which integrates speech recognition with file notes and document management.
November 8, 2016 Ron Bell, former general counsel and secretary at Yahoo,
talks about Yahoo's history, how pro bono is a natural fit with the values and the culture of Yahoo, and the tremendous benefits of providing pro bono legal
services not only to the
clients, but to the volunteers and the department.
He also
talks about the alternative fee arrangements he has implemented with his
clients, such as bartering his
services for assets or property, as well as some strategies he has developed in his mediation practice.
There have been some changes over time, so today for instance
clients are more interested in international capability, they
talk more
about pricing, and value, and the commercial aspects, whereas 10 years ago, it was a lot more focused on expertise and speed of
service.
Lawyers around the world are
talking about it, law firms and legal companies are winning awards for it, and
clients are choosing law firms that incorporate it into their marketing and
service delivery.
Every firm
talks about alternative fees and
client service, but none have changed their basic business model to make the tools needed to provide great
client service the centerpiece of their existence.
We are
talking about a contract for legal
services with commercial obligations on both sides, and the
client should not be stroked and flattered into thinking that the
client care letter is anything less.
Drew Matzkin
talks about how
client service is an important part of fostering long - term
client relationships at the firm.
So I sat down with one of our life insurance experts, Brian Grimes, CFP, a senior
client services manager here at PolicyGenius, to
talk about this scenario.
If possible,
talk with
clients to learn more
about the
service provider.