client service presentation slides 2013
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DiscoveringExceptional Service
Presented by
The Judge That Matters
The Judge That Matters
Law firms believe “our profession’s clients are the best served group of customers in the history of service providers.”
The Judge That Matters
Law firms believe “our profession’s clients are the best served group of customers in the history of service providers.”
Client’s believe law firms are interchangeable
When a client is dissatisfied....
a. they fire the law firm/lawyer?
b. they don’t hire the law firm/lawyer for the next matter?
When a client is dissatisfied....
a. they fire the law firm/lawyer?
b. they don’t hire the law firm/lawyer for the next matter?
The answer is b. They simply take another path...
It is a
you take with your client.
A service engagement isn’t simply the result.
It is a
you take with your client.
j!rney
A service engagement isn’t simply the result.
Myth v. Reality
Myth v. RealityMyth: Years of competition have turned underlying benefits such as quality, efficiency, promptness, and courtesy into a commodity. Law firms need to offer something unique to attract business.
Myth v. RealityMyth: Years of competition have turned underlying benefits such as quality, efficiency, promptness, and courtesy into a commodity. Law firms need to offer something unique to attract business.
Reality: Clients simply want their law firm to reliably and zealously deliver on basic underlying benefits. To be
better than the competition in delivering...
Myth v. RealityMyth: Years of competition have turned underlying benefits such as quality, efficiency, promptness, and courtesy into a commodity. Law firms need to offer something unique to attract business.
Reality: Clients simply want their law firm to reliably and zealously deliver on basic underlying benefits. To be
better than the competition in delivering...
“"ne#c” category benefits
Customer dissatisfaction can almost always be traced to basic customer needs and expectations.
What matters most to most customers is to deliver basic category benefits―better.
Unique, brand-specific features are only important if you get the basics right.
-London Business School
“Gene#c” Category Benefits
Don’t be unique. Be Be$er.
Don’t be unique. Be Be$er.“The real betting, they mistakenly believe, begins when they start tinkering with the margins of their offerings. But this failure to attend to the importance of delivering category benefits is one of the prime contributors to today’s continuing high levels of customer dissatisfaction, whose costs — in the form of refunds, returns, bad word of mouth, and expenditures on new-customer acquisition — are enormous.
Don’t be unique. Be Be$er.“The real betting, they mistakenly believe, begins when they start tinkering with the margins of their offerings. But this failure to attend to the importance of delivering category benefits is one of the prime contributors to today’s continuing high levels of customer dissatisfaction, whose costs — in the form of refunds, returns, bad word of mouth, and expenditures on new-customer acquisition — are enormous.
“The good news is that this dilemma presents a low-risk, high-return opportunity for most businesses. The first step...be prepared to buck the conventional wisdom and rethink what people really want from a product or service. Until companies take this step, the customer will never be king.”
Don’t be unique. Be Be$er.“The real betting, they mistakenly believe, begins when they start tinkering with the margins of their offerings. But this failure to attend to the importance of delivering category benefits is one of the prime contributors to today’s continuing high levels of customer dissatisfaction, whose costs — in the form of refunds, returns, bad word of mouth, and expenditures on new-customer acquisition — are enormous.
“The good news is that this dilemma presents a low-risk, high-return opportunity for most businesses. The first step...be prepared to buck the conventional wisdom and rethink what people really want from a product or service. Until companies take this step, the customer will never be king.”
-MIT Sloan Management Review
A convenient location
Coffee
Cups, plates, stirrers
Sugar, creamer
A place to sit, maybe a table
A server or cashier
Pastries or sweets
Open early AM
Gene#c Category Benefits of a coffee &op
Coffee Shop vs. StarbucksThink
Innovate to improve the basic offer and drive the market.
Coffee Shop vs. StarbucksThink
Lots of convenient locations
Inviting surroundings Free wifi Music
Local atmosphere Community presence
Clean, attractive cups Designed with inspiration
Coffee Predictable product
Soft seating, work tables
Friendly baristas
Fresh pastry
Consistent and reliable hours, service, and customer experience
Starbucks leads in best overall combination of category benefits and drives the market
Lots of convenient locations
Inviting surroundings Free wifi Music
Local atmosphere Community presence
Clean, attractive cups Designed with inspiration
Coffee Predictable product
Soft seating, work tables
Friendly baristas
Fresh pastry
Consistent and reliable hours, service, and customer experience
Starbucks
Did you know they also feature 2000 additional products? Does it matter?
leads in best overall combination of category benefits and drives the market
Generic Category Benefits of Legal Services
Professional license
Legal knowledge
Offices
Conference area
Communications
Accurate bills
Documents
Timely filing
Court appearances
Educational material
Understand my business
Quality. Efficiency. Promptness. Courtesy.
#1 Reason Why Law Firm Clients Complain?
#1 Reason Why Law Firm Clients Complain?
Law firms do not deliver on the basic category benefits
Top Ten Law Firm Client Complaints
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
#6 Missed deadlines
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
#6 Missed deadlines
#5 Not discussing strategy and recommendations
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
#6 Missed deadlines
#5 Not discussing strategy and recommendations
#4 Not informing the client as to whom they can call when responsible attorney is away
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
#6 Missed deadlines
#5 Not discussing strategy and recommendations
#4 Not informing the client as to whom they can call when responsible attorney is away
#3 Not keeping client informed
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
#6 Missed deadlines
#5 Not discussing strategy and recommendations
#4 Not informing the client as to whom they can call when responsible attorney is away
#3 Not keeping client informed
#2 Invoices for time or work not previously discussed with the client (see also #9)
Top Ten Law Firm Client Complaints#10 Not understanding my industry/business
#9 The surprise bill
#8 Inaccessibility
#7 Over-lawyering
#6 Missed deadlines
#5 Not discussing strategy and recommendations
#4 Not informing the client as to whom they can call when responsible attorney is away
#3 Not keeping client informed
#2 Invoices for time or work not previously discussed with the client (see also #9)
#1 Not returning phone calls
The promise of good service gets you in the game. But to be successful, you have to reach
higher.The promise of good service gets you in the game. But to be successful, you have to reach
Clients want their lawyers—and everyone in their law firm—to understand what matters most to them. They want to believe/feel/know that you will provide it better than the competition.
Meet and Exceed.
Clients are like snowflakes.Each is unique.
Service means something different to each one.
Clients are like snowflakes.
[Be careful not to project YOUR own expectations on the client...]
Each is unique.
Service means something different to each one.
Great client service is not something that you can put on auto pilot.
You are never done making things right.
It is an uphill climb that requires
commitment...
Different agendas can block exceptional client service. Top down removes obstacles.commitment
Be. Obsessive.
Be. Obsessive.
Top to bottom, everyone must believe that the firm’s clients deserve great representation and service that supports it
Be. Obsessive.
Top to bottom, everyone must believe that the firm’s clients deserve great representation and service that supports it
It must be an unrelenting desire
Are you on your client’s team?
Are you on your client’s team?
Do you make life easier? Or harder?
Are you on your client’s team?
Do you make life easier? Or harder?
Reports
Are you on your client’s team?
Do you make life easier? Or harder?
Reports
Bills
Are you on your client’s team?
Do you make life easier? Or harder?
Reports
Bills
Logistics (processes)
Are you on your client’s team?
Do you make life easier? Or harder?
Reports
Bills
Logistics (processes)
Copies
Are you on your client’s team?
Do you make life easier? Or harder?
Reports
Bills
Logistics (processes)
Copies
Scheduling
Are you on your client’s team?
Do you make life easier? Or harder?
Reports
Bills
Logistics (processes)
Copies
Scheduling
Getting in touch with you
Top Touch Points
Go the extra mile just because it is the !ght "ing to do...
Top Touch Points
Reception
Go the extra mile just because it is the !ght "ing to do...
Top Touch Points
Reception
Communications
Go the extra mile just because it is the !ght "ing to do...
Top Touch Points
Reception
Communications
Engagement letter
Go the extra mile just because it is the !ght "ing to do...
Top Touch Points
Reception
Communications
Engagement letter
Giving advice
Go the extra mile just because it is the !ght "ing to do...
Top Touch Points
Reception
Communications
Engagement letter
Giving advice
Receiving their bill
Go the extra mile just because it is the !ght "ing to do...
Do you make your clients feel safe?
No surprises, please
The role of the legal team
The role of administration
The role of support staff
•Businesses succeed when their people work better.
•Businesses succeed when their people work better.
•Law firms succeed when their people work longer.
•Businesses succeed when their people work better.
•Law firms succeed when their people work longer.
•Your clients understand this—don’t let them resent you for it
•Businesses succeed when their people work better.
•Law firms succeed when their people work longer.
•Your clients understand this—don’t let them resent you for it
•Your #1 goal is to earn their...
Face-time
Off the clock...Before AND after the fact...
A (ank y! means more when delivered in person…
ValueWe’re all in the business of delivering
Price is simply the measurement of something’s value to the client.
ValueWe’re all in the business of delivering
Price is simply the measurement of something’s value to the client.
• It is not profit.
ValueWe’re all in the business of delivering
Price is simply the measurement of something’s value to the client.
• It is not profit.
• It is not cost. ValueWe’re all in the business of delivering
Price is simply the measurement of something’s value to the client.
• It is not profit.
• It is not cost. ValueWe’re all in the business of delivering
Be exceptional in delivering generic category benefits
Your collective decisions and behaviors reveal who your law firm is and what your law firm values.
Core values are not written in the “mission” statement. They are the collective actions that people associate with your law firm and ultimately become what you are known for in the marketplace.
Defining, acting on, and being committed to your core values
leads to exceptional benefits for fellow employees and clients.
Exceptional client service is an action word...
Core Values
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Core Values
Our Coffee
It has always been, and will always be, about quality. We’re passionate about ethically sourcing the finest coffee beans, roasting them with great care, and improving the lives of people who grow them. We care deeply about all of this; our work is never done.
Our Partners
We’re called partners, because it’s not just a job, it’s our passion. Together, we embrace diversity to create a place where each of us can be ourselves. We always treat each other with respect and dignity. And we hold each other to that standard.
Our Customers
When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers – even if just for a few moments. Sure, it starts with the promise of a perfectly made beverage, but our work goes far beyond that. It’s really about human connection.
Our Stores
When our customers feel this sense of belonging, our stores become a haven, a break from the worries outside, a place where you can meet with friends. It’s about enjoyment at the speed of life – sometimes slow and savored, sometimes faster. Always full of humanity.
Our Neighborhood
Every store is part of a community, and we take our responsibility to be good neighbors seriously. We want to be invited in wherever we do business. We can be a force for positive action – bringing together our partners, customers, and the community to contribute every day. Now we see that our responsibility – and our potential for good – is even larger. The world is looking to Starbucks to set the new standard, yet again. We will lead.
Our Shareholders
We know that as we deliver in each of these areas, we enjoy the kind of success that rewards our shareholders. We are fully accountable to get each of these elements right so that Starbucks – and everyone it touches – can endure and thrive.
Starbucks’ core values
Action Steps...
Get over wanting to be unique about things that do not matter to clients.
Action Steps...
Get over wanting to be unique about things that do not matter to clients.
Be obsessive about providing “generic” law firm category benefits better than the competition―it is why clients keep coming back.
Action Steps...
Get over wanting to be unique about things that do not matter to clients.
Be obsessive about providing “generic” law firm category benefits better than the competition―it is why clients keep coming back.
Become the standard by which all other competitors are judged.
Action Steps...
Jayne Navarre jln@lawgravity.com
www.lawgravity.comVirtualMarketingOfficer.com [blog]
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