Client-centric Service: The Ethical Way to a Profitable Practice

Clients leave when attorneys don’t call back within their expected time frame. Clients leave when attorneys don’t ask for client input during the case. Clients leave when bills are incomprehensible. These communication errors, however, can be easily avoided if you add courtesy and technology to the ethics rules governing the practice of law. This program will examine what clients want and how to ensure you are providing them with what they need accordingly while ensuring compliance with the ethical guidelines for client relationships.  In addition, techniques will be illuminated to build client buy-in and create a “trusted advisor” relationship with their attorney. These include a client-centric office culture, communication guidelines, client-friendly invoices, technology-facilitated knowledge-sharing and a compendium of shared communication-oriented activities.

Learning objectives

I.    Ethically comply with the rules surrounding the attorney-client relationship.

II.   Make the ethical imperatives come alive in your own approach to client service.

III.  Focus client service communication skills to your clients’ interests, needs, wishes and preferences.

IV.  Implement several client-centric techniques including:

• knowledge-sharing, 
• invoices, and
• shared outreach activities.