client value - presentation

Val-ue (noun, verb) /val-yῡ

the equivalent worth, utility or importance of something [services] in exchange for money

“to give value for value received”

2www.bakerdonelson.com© 2013 Baker, Donelson, Bearman, Caldwell & Berkowitz, PC

The Lawyer’s Perception of “Value”

• Value = Quality− High level of substantive legal knowledge/expertise− Determine, review and analyze every contingency− Extensive research and analysis− Perfect output (memorandum, brief, pleading, etc.)− “No stone left unturned.”

Relentless pursuit to “solve the problem”


The Client’s Perception of Value

• Value = Service− “Quality” is tables stakes− Value is determined by How you deliver quality legal services− Key is the alignment of “Quality” with the Client’s expectation of

“Service”


Client Interviews – Top 7 Drivers of Client Value

• Number 7

We need to better understand the expertise (and resources) within your Firm

• Number 6

Show us that you understand our business with industry research, updates and alerts• Number 5

Provide us with value adds such as continuing education and training, personal visits and by not charging us for short phone calls or emails

• Number 4

Provide us with accurate budgets and show us how you are managing our matters more efficiently



• Number 3

We want bench strength and lieutenant level support for the primary relationship attorneys. We want a succession plan in case our primary relationship attorneys are no longer available.

• Number 2

Concern with consistency in the service level by attorneys in other offices and practice groups and even by attorneys within the same client team



NUMBER 1

Effective Communication

is the single most important factorin the client relationship


FYE 2015 - Baker Communicates

• Based on Key Client interviews, effective communications is the number 1 issue in an effective client relationship

• Both client and internal communications• We need clear Firm consensus on what “effective communications”

means• Not a mandate, but “best practices” (however, there are ethical and

Firm requirements)• We can always do better


Statement of Communications Standards

• Client Communications Standards• Client Relationship Communications Standards• Universal Communications Standards


Baker Communicates Initiative

• Engagement Letter− More widespread use− Electronic format (electronic signature)− Focus on better scope statements and communications plan− Part of workflow process

• Internal Marketing− Firm wide initiative (not just attorneys)− Align with Clients First− Have a “launch” and then ongoing follow-up


Baker Communicates Initiative

• Technology/KM− How can our technology facilitate more effective client and

internal communications?• Training

− Communications styles− Department retreats− Practice advance sessions− Baker Brown Bag lunches− Daily Docket− Instructor led and e-learning programs

client value - presentation

Education