www.burnslev.com

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Improving Client Relations

Henry Chace

CIO, Burns & Levinson LLP

ILTA, 2007

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Why?

• Smaller firms typically have smaller clients

• Often a close personal relationship between attorney and client

• Enhancing the client relationship is important for maintaining and improving business for your firm

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Technology is Key

• Technology is key to the client relationship

• Reliance on e-mail, case management, attorney availability (Blackberry, other PDA’s), etc.

• You are a business professional and your expertise and willingness to add value to the client relationship is important

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How To Begin

• Make your willingness to be a resource known to the senior management of the firm.

• Meet with department heads and offer to come to practice area meetings to introduce your willingness to offer assistance. Add value.

• Spread the word! You are a resource.

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You are an Information Resource

• If you don’t know an answer or a solution be THE person who can find out.

• Don’t be afraid to not know the answers or to make a mistake

• ILTA power – the listservs are a great place for information

• There are no stupid questions!!!

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You are Resource not Consultant

• Advisor – not the “doer” but the person who finds answers and resources

• Find the consultant, find the resource and share the information

• Coordinate, network, bring talent and resources together

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Examples

• Client from another city wants Videoconferencing in Boston – asks partner if we have it – partner refers client to me. We don’t have it but I offer to find site, coordinate meeting and take care of all arrangements. Client very happy!

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More Examples

• Client needs to produce information from an accounting database for his business in a discovery. Very small business – not many resources. Our attorney asks me for help – I research and find inexpensive way to export data needed. Client happy!

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Last Example

• Client looking for computer support – running a very old network in a small business office outside of Boston. I find local integrator, perform introductions, follow up on the work and make sure client is satisfied with the result. Happy Client!