law firms: how to deliver exceptional client service
TRANSCRIPT
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WALK A MILE IN THEIR SHOES HOW LAW FIRMS DELIVER EXCEPTIONAL CUSTOMER SERVICE
Kelli J. Proia, Esq. Lawducate Rocket Matter July 23, 2015
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Walk a Mile What is customer service?
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Walk a Mile
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Walk a Mile Why is customer service important?
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Walk a Mile “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.”
-Maya Angelou
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Walk a Mile How can lawyers make clients happy?
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Walk a Mile
See the person sitting across the table from you, not a legal matter.
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Walk a Mile
Treat that person like you would want to be treated if you ever found yourself
in their shoes.
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Walk a Mile
Would you want to be your client?
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Walk a Mile “Customer service succeeds when it accomplishes what the organization sets out to accomplish.”
- Seth Godin
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Walk a Mile…
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Walk a Mile
Customer Service is everyone’s responsibility.
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Walk a Mile
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Walk a Mile Set and manage client expectations.
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Walk a Mile
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WALK A MILE… Don’t assume your clients know what you’re talking about.
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Walk a Mile
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Walk a Mile
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Walk a Mile
Anticipate clients other legal needs.
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Walk a Mile Never talk negatively about your clients, other lawyers, judges, etc.
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Walk a Mile
Never talk about clients in public.
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Walk a Mile Embrace client feedback.
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Walk a Mile
Invest in technology.
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Walk a Mile Invest in social media and blogging.
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Walk a Mile Invest in great systems and processes.
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Walk a Mile Why should my firm invest in client happiness? Because happy clients will do business with you again and they will refer their friends, colleagues, and family to you.
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Walk a Mile Why should my firm invest in client happiness? Because it might be your best competitive advantage. (Everything else can and will be copied.)
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Walk a Mile
Questions & Answers