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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@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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@gyitsakalakis

Gyi Tsakalakis

Founder at AttorneySync

@gyitsakalakis

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@gyitsakalakis 5

@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!

@gyitsakalakis

Gyi Tsakalakis

Founder at AttorneySync

@gyitsakalakis

gyi@attorneysync.com

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Program will resume at 2:15 pm in Ballroom EF