Date:         Wednesday, March 19, 2008

Speaker:     David Freeman, Freeman Consulting

Time:         12:00 p.m. - 2:00 p.m.

Location:   Harbor Court Hotel

 

The Five Pillars of Client Service 

In a satisfaction survey of 3,500 clients conducted by one of the world's largest law firms, the most important factor cited was NOT technical expertise, but rather an all-important component of providing excellent service ("understanding the client's business"). In a world where 70% of clients do not refer their primary law firms, where lack of responsiveness can drive clients away, where providing services in only one practice area creates greater risk of client defection, and where we know that 80% - 90% of our revenue comes from 10% - 20% of our current clients, we must get our lawyers obsessively focused on the importance of providing exceptional client service. Especially in a slowing economy!

 

As leaders, we have an obligation to make client service a high priority. In this workshop, David Freeman, J.D. will introduce the five major categories of client service, as well as share some very practical examples you can immediately use in your firms. He will also facilitate an exercise where we will develop our own list of best practices.