“understanding, anticipating and satisfying client needs in a globally competitive legal services...
TRANSCRIPT
“Understanding, anticipating and satisfying client needsin a globally competitive legal services market”
by
VINCENT FARIS CA (SA)
Practising Chartered Accountant and Forensic Auditor.
SADC LAWYERS ASSOCIATIONConference and Annual General Meeting
Saturday, 23 August 2014 at the Elephant Hills Hotel, Victoria Falls, Zimbabwe.
SADC LAWYERS ASSOCIATION 2014Conference and Annual General Meeting
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INTRODUCTION
• Africa’s exploding economic growth and diversification
• Is there an explosion in the SADC region?
• Will legal services be needed?
• Can law firms benefit from the explosion?
• Does your firm have the infrastructure to participate in the explosion?
• Does your firm have sufficient human and financial capital resources
to service and exploit your pro rata share of the anticipated increased
growth?
SADC LAWYERS ASSOCIATION 2014Conference and Annual General Meeting
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WHY THE CLIENT WILL CHOOSE YOUR FIRM
• Professional excellence
• Service delivery
• Expertise / specialisms
• Skills
• Costs
SADC LAWYERS ASSOCIATION 2014Conference and Annual General Meeting
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VALUE FOR MONEY
• Terms of business
• Hourly rates
• Fee structure - time based / negotiated
• Time records
• Success fee
• Disbursements
• Communication
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CLIENTS’ EXPECTATIONS
• What are they?
• Do you know them?
• Can you meet them or exceed them?
WHAT YOUR FIRM SHOULD DO
• Revisit it’s marketing plan
• Define it’s short, medium and long term strategic direction
• Satisfy itself that it can deliver the services expected
• Act in a professional manner
SADC LAWYERS ASSOCIATION 2014Conference and Annual General Meeting
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WHAT THE PRACTITIONER SHOULD DO TO SATISFY THE CLIENT
• Understand the matter
• Explain the legal process
• Set out the terms of business
• Provide an estimate of the cost
• Render a professional service timeously
• Communicate regularly on progress and / or delays
• Avoid the expectation gap
SADC LAWYERS ASSOCIATION 2014Conference and Annual General Meeting
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OUTCOMES
• Satisfied client
• Expectations exceeded
• Quick payment
• Good for marketing
CONCLUSION
Future presentations by LSSA
SADC LAWYERS ASSOCIATION 2014Conference and Annual General Meeting
VINCENT FARIS CA (SA)
TELEPHONE NUMBER (012) 807 5921
MOBILE NUMBER (082) 460 7066
E-MAIL ADDRESS [email protected]
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SADC LAWYERS ASSOCIATION 2014
Conference and Annual General Meeting