client value - presentation
DESCRIPTION
TRANSCRIPT
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”
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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”
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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”
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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
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Client Interviews – Top 7 Drivers of Client Value
• 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
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Client Interviews – Top 7 Drivers of Client Value
NUMBER 1
Effective Communication
is the single most important factorin the client relationship
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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
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Statement of Communications Standards
• Client Communications Standards• Client Relationship Communications Standards• Universal Communications Standards
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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
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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