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Improving Client Relations

Improving Client Relations. Henry Chace CIO, Burns & Levinson LLP ILTA, 2007. Why?. Smaller firms typically have smaller clients Often a close personal relationship between attorney and client

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Improving Client Relations

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  1. Improving Client Relations Henry Chace CIO, Burns & Levinson LLP ILTA, 2007

  2. 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

  3. 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

  4. 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.

  5. 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!!!

  6. 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

  7. 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!

  8. 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!

  9. 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!

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