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45 Ways to Make Your Firm More Client-centric
Gyi TsakalakisFounderAttorneySync
@gyitsakalakis
45 Ways to Make Your
Firm More Client-Centric
How putting clients at the center of your practice can help you earn more business.
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45+ Ways to Make Your
Firm More Client-Centric
How putting clients at the center of your practice can help you earn more business.
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@gyitsakalakis
Gyi Tsakalakis
Founder at AttorneySync
@gyitsakalakis
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@gyitsakalakis
If it can be known, it will be knownIf it can be rated, it will be rated.
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By Steve Jurvetson (Flickr: Bezos’ Iconic Laugh) [CC BY 2.0
(http://creativecommons.org/licenses/by/2.0)], via Wikimedia Commons
If you do build a great
experience, customers
tell each other about
that. Word of mouth is
very powerful.
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Impress
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#CX(client experience)
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#PCX(potential client experience)
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#RX(referral experience)
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https://en.wikipedia.org/wiki/United_States_Capitol_cornerstone_layin
g
#CX
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What clients want, do, see, think, and
feel. Includes direct contact as well as
indirect contact (word-of-mouth and
reputation). A lot of it is subconscious,
how people feel about your practice.
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FIX “THEIR” EXPERIENCE
FIRST!
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You can’t SEO your way out of a bad reputation.
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Client experience is
your professional duty.
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Rule 1.3 Diligence
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Reasonable diligence
and promptness in
representing a client.
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Reasonable diligence
and promptness in
representing a client.
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Remarkable
diligence and
promptness in
representing a client.21
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pursue a matter on behalf
of a client despite
opposition, obstruction or
personal inconvenience
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unreasonable delay can
cause a client needless
anxiety and undermine
confidence in the lawyer's
trustworthiness.23
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…my overall experience in communication with them is my biggest regret in the process.
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I recently experienced a tragic loss… was caring and very thoughtful of what I was experiencing.
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He put me in touch with another lawyer that could better answer my concerns… he just wanted to help me find answers and some closure.
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He returned my call almost immediately.
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Kill Best
Practices
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Set better expectations.
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Most clients don’t know what a good
outcome is until you set their
expectations.
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Everyone knows what it feels like to be
treated with respect and dignity.
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Listen
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Ask
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Institutionalize
client experience.
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Hire for it.
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Train for it.
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Reward it.
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Intake
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How you think intake is
going != how it is going.
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How do you prefer to
communicate?
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“If they really want to
get a hold of me,
they’ll leave me a
message.”
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“Press 1 for…, Press
2 for...”
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(Some of) the internet is made of people.
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How do you prefer to
pay?
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How do you prefer to
________ ?
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How can I make
________ easier
for you?
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How can I make
contacting us
easier for you?
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How can I make
finding answers
easier for you?
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https://developers.google.com/search/mobile-sites/
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How can I make
signing documents
easier for you?
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How can I make
depositions easier
for you?
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How can I make
scheduling easier
for you?
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Actually care.
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Show “them”
you care.
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Thanks!
Program will resume at 2:15 pm in Ballroom EF
