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Erin Gerstenzang EHG Law Firm Designing Your Law Firm to Work for You
Malcom Gladwell - Blink Wendy Levinson, MD Daniel Shuman, JD
RESULTS
RESULTS +
EXPERIENCE
1. 3 minutes +
2. “I will leave time for your questions”
3. “Go on, tell me more about that”
4. Use humor
Doctors who had never been sued…
EXPERIENCE MATTERS
RESULTS
RESULTS
EXPERIENCE+
You can’t control for results, but you can control for experience.
Intro: Experience Matters
40 mins
SIMPLE PROCESS IMPROVEMENTS
BETTER FOR CLIENTS
BETTER FOR YOU
THE ENGAGEMENT PROCESS
THE ENGAGEMENT PROCESSDesign it, don’t default it
Electronic Fee Agreement
Better for you Fast, reliable, electronically
stored, easy to execute from your phone.
Better for clients Reduce friction, less work, easy to read and sign on
mobile device.
Develop phone-friendly options
Online Intake Forms
Better for you You don’t have to waste
anyone’s time inputting data.
Better for clients Client feels like they have told you everything they wanted to
communicate.
Get Notified When Client Completes Intake
Client Completes
Intake
Email Intake Notes to Attorney
Trigger Action
Bundled Automation Super Tools
Be team oriented
Online Scheduling
Better for you You don’t have to waste
anyone’s time scheduling and rescheduling.
Better for clients Client can easily make it work without having to talk to a live
person.
Real life is busy, working with you should be simple
Credit Card Payments
Better for you Get paid today!
Better for clients Easy to pay from mobile
device.
Case Management Software
Better for you Stay organized, save time and have every file accessible on
your phone.
Better for clients Client portal, easy to
communicate with attorney.
Embrace Technology
Trigger Action
The future is now…
Talk to your Echo device
Take action in case management
RULE 1.1 COMPETENCE COMMENT [6]
To maintain the requisite knowledge and skill, a lawyer should keep abreast of changes in the law and its practice, including the benefits and risks associated with relevant technology, engage in continuing study and education and comply with all continuing legal education requirements to which the lawyer is subject.”
Uber
WORKING WITH THE CLIENT
Clients Want Collaboration
Two-week rule
Share your cell phone number
with clients
Let the client know what an ideal attorney-client
relationship looks like.
Get feedback from your
clients
Kindness matters
Disney World…
Follow Disney’s Rules of Customer Service
Listen
Follow Disney’s Rules of Customer Service
Apologize Solve Thank
If you have a reputation for excellence or sit at the high end you need to work much harder to ensure this excellence occurs at each and every customer interaction. Otherwise you will lose customers that would have accepted the same treatment from your competitors.
Follow Disney’s Rules of Customer Service
Daniel Davey, The 6 Disney customer service secrets everyone should know
AFTER THE RESULT
Get feedback from your
clients
You can’t control for results, but you can control for experience.
@EHGLAWFIRMQuestions?
