Do you know what it's like to walk a mile in your client's moccasins? Delivering an excellent client experience starts with developing an understanding of your client's approach, perception and experience of your practice at each and every one of the many different client experience touch-points -...
One of the biggest killers of law practice productivity is poor initial costs communication. The challenge is selling the value of an assertive estimate. Productivity in legal practice is ultimately about monetisation – about creating value through your work and then converting this into cash, often...
Moving conversation away from either safe technical discussions or superficial personal chatter can help you build intimacy, trust and also help you better understand your customer’s personal value triggers. Let’s get personal professional! Do you ever feel uncomfortable in your client/customer conversations? If not, the chances...
I regularly meet solicitors who have just launched new law practice websites and ask me to have a look. Normally, it passes the 'one second test' in that it 'looks' good. By this I mean that at first very swift glance, the designers have done a good...
The debate about time costing and value pricing rumbles on . . . . But there's a lot more to pricing strategy than that debate - and even beyond the imperatives of positioning/differentiation and personal selling skills, legal practices could and should be doing a lot more to...
Costs agreements and disclosure notices are hideous documents, aren't they? Is it any wonder clients don't read them - 17 pages of arse-covering legalese with a few nasty dollar signs hidden somewhere on p7! It's not all the solicitors' fault - costs disclosure is of course a regulatory...
Differentiate! Differentiate! Differentiate! Law practices are getting the message re positioning, specialisation and differentiation, and more and more are making an effort to more clearly differentiate themselves in an increasingly crowded market. But not everyone's nailing it: here are some of the mistakes I'm seeing: Going too broad Broad...
Most solicitors would run a mile from service guarantees. They'd strongly caution their clients against offering them, and very few solicitors use them for themselves. Why? Well they're a risk. (and risk is bad!) What if somebody takes the option of complaining? You'd have to do more work,...
Are there characteristics of the legal mindset that make it difficult for lawyers to truly deliver an excellent customer experience? Law practices aren't nearly as good at client service and customer experience as they think they are. OK, sorry: obviously YOU and your practice have got it...
Do you have 'needy' clients and customers? (what a drag!) In a way, needy customers are great - you'd prefer them to need rather than not need you. But often, customers 'act' needy because either you're not meeting their needs, or they don't feel that you're meeting their...