The Boston Bar Association Presents:

“Managing Client Relations”

Your Presenters:

Rodney S. Dowell, Esq.DirectorMassachusetts Law Office Management Assistance ProgramBoston, MA

Alan J. Klevan, Esq.Alan J. Klevan, Esq.KLEVAN & KLEVAN, LLPKLEVAN & KLEVAN, LLP1 Hollis Street, Suite 2431 Hollis Street, Suite 243Wellesley, MAWellesley, MA

What we will be covering (hopefully!)

Appearance Client considerations Your relationship with your clients Communications with your client Setting client expectations and the ground

rules early Billing and collection Why and how to terminate the relationship File maintenance

Clean up your waiting roomClean up your waiting room

What does your desk say about What does your desk say about you?you?

You don’t need to take every You don’t need to take every potential client that walks in your potential client that walks in your

doordoor

FIRST STEP: ACCEPT ONLY YOUR FIRST STEP: ACCEPT ONLY YOUR IDEAL IDEAL CLIENT?CLIENT?

To Find Your ideal client: To Find Your ideal client:

Will pay you a fair rate for your work.Will pay you a fair rate for your work.

Will respect your time.Will respect your time.

Respects Your Opinion.Respects Your Opinion.

Maybe, even loyal.Maybe, even loyal.

RED FLAGS MEAN RED FLAGS MEAN

STOPSTOP You are 3You are 3rdrd, 4, 4thth attorney on case. attorney on case.

Has created an immediate deadline.Has created an immediate deadline.

Does not have funds for initial retainer.Does not have funds for initial retainer.

Calls constantly.Calls constantly.

Questions every item of your bill.Questions every item of your bill.

Does not respect your opinion.Does not respect your opinion.

Follow your gut.Follow your gut.

First Impressions

When a prospective client comes to your office, treat them like GOLD!

Pour on some good old fashioned southern hospitality

Make them feel welcome and important. Make sure they leave feeling they have made the right choice.

Make it all about your client

The case is about THEIR issue – guard yourself against desensitization!

Remember, you see it all the time – this case is THEIR tragedy!

THEY need to know you care…

Create “Raving Fans”

“Clients are only satisfied because their expectations are so low and because no one else is doing it better. Just having satisfied clients isn’t good enough anymore. If you really want a booming business, you have to create raving fans.”

Block Time For Client Block Time For Client CommunicationCommunication

The Key to 99% The Key to 99% Client Client

SatisfactionSatisfaction

A Relationship Built On:A Relationship Built On:KnowKnowLikeLikeTrustTrust

Getting a Client to Pay…Getting a Client to Pay…

Set the rulesSet the rules Do not be shy about discussing feesDo not be shy about discussing fees Do not reduce your priceDo not reduce your price Do not devalue your serviceDo not devalue your service Make certain the client understands Make certain the client understands

your policyyour policy Pre-determine the appropriate retainerPre-determine the appropriate retainer

Getting Clients to PayGetting Clients to Pay

Bill regularly – consider semimonthlyBill regularly – consider semimonthly Bill after a good resultBill after a good result Bill after a productive conversationBill after a productive conversation Never delay in getting a bill to a clientNever delay in getting a bill to a client Never delay in getting a bill to a clientNever delay in getting a bill to a client Never delay in getting a bill to a clientNever delay in getting a bill to a client

Billing early, often and Billing early, often and strategic =strategic =

Billing late and Billing late and infrequently =infrequently =

BE PROACTIVEBE PROACTIVE

DON’TFail to return phone callsSound disinterested when speaking with a clientFall behind in caseworkNeglect your staff. Keep them informed of your activitiesOverpromise

DOCall clients in a timely mannerKeep your case lists, budget and business plan up to datePraise your staff for a job well doneTreat each client as if they are your biggest referral sourceOverperform

Time to Re-Learn the “A, Time to Re-Learn the “A, B, C’s”B, C’s”

Get Happy – Fire Get Happy – Fire Some ClientsSome Clients

Don’t spend hours on no or low-Don’t spend hours on no or low-profit clients if that time can be profit clients if that time can be spent on higher-profit mattersspent on higher-profit matters

Remember your 80/20 Rule!Remember your 80/20 Rule!

SAY GOODBYE WITH SAY GOODBYE WITH AFFECTIONAFFECTION

DISENGAGEMENT LETTERDISENGAGEMENT LETTER BUT, A MARKETING LETTERBUT, A MARKETING LETTER

CLIENT FILE MAINTENACECLIENT FILE MAINTENACE

FEE AGREEMENT – DOCUMENT FEE AGREEMENT – DOCUMENT RETENTIONRETENTION

HAVE A DOCUMENT RETENTION HAVE A DOCUMENT RETENTION POLICYPOLICY

USE SCANNERS AND NAMING USE SCANNERS AND NAMING CONVENTIONSCONVENTIONS

USE PDF E-RETENTION OF FILESUSE PDF E-RETENTION OF FILES METHODS OF STORAGEMETHODS OF STORAGE

GOOD LUCK TO YOU!GOOD LUCK TO YOU!Alan J. KlevanAlan J. Klevan

KLEVAN & KLEVAN, LLPKLEVAN & KLEVAN, LLP1 Hollis Street, Suite 2431 Hollis Street, Suite 243

Wellesley, MA 02482Wellesley, MA 02482781-237-4700781-237-4700

alan@klevanlaw.comalan@klevanlaw.comwww.twitter.com/AlanKlevanwww.twitter.com/AlanKlevan

www.lawpracticestrategies.comwww.lawpracticestrategies.com

Concentrating in workers’ compensation claims, motor vehicle Concentrating in workers’ compensation claims, motor vehicle claims, claims,

divorce and estate planning.divorce and estate planning.

Contact the LOMAP Team:

Rodney S. Dowell, Esq.Director

Jared D. Correia, Esq.Law Practice Advisor

Rachel M. WillcoxAdministrative Assistant

Email: info@masslomap.orgPhone: (857) 383-3252

Follow LOMAP:

Web: www.masslomap.orgBlog: http://masslomap.blogspot.comFacebook: www.facebook.com/MassLOMAPTwitter: www.twitter.com/rodneydowell

www.twitter.com/jaredcorreiawww.twitter.com/MassLOMAP

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