industry overview: 3 p’s
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© 2011 David Freeman Consulting Group LLC, All Rights Reserved
CultureShift™A Leadership Approach to Maximizing Client
Development
Presented by:David H. Freeman, J.D.
David Freeman Consulting Group, LLCLaguna Beach, CA 949.715.0819
www.davidfreemanconsulting.com
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Industry Overview: 3 P’s
Poach
Protect
Purchase
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Client-Focused CultureLeadership
PlanningBuild consensus
Align people, groups & systemsSkill-building
CommunicationAction plans
Accountability & implementationTracking & measuring
Timelines
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Culture KillersLow motivationSiloed practices
Dysfunctional groupsLack of trust
Inefficient teamsIneffective leaders
Poor communicationMisaligned compensation
Lack of skillsUnclear goals and measures
Inconsistent client serviceMinimal accountability
Inadequate follow-through
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Toolkit forShifting a Culture
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Consensus on vision and goalsStrategies/tactics/priorities
Determine rolesDevelop measures
Adjust compensationDevelop tracking and reporting
Senior Team Planning
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Prioritizing clients
Process and frequency
Acting on feedback
Client Surveys and Feedback
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Identify targetsTeam dynamicsTeam standards
Team rolesClient feedback
Exceptional serviceCross-servicingMarket visibility
Tracking and reporting
Client/Industry Teams
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“Client Development is a Contact Sport”
Planning/Training/Coaching
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High potential lawyersBest practicesSpecific tacticsCommitments
Associates committeeStaff committee
Rewards and consequences
Planning/Training/Coaching
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Cross-offices
Cross-practices
Leader meetings
Cross-Servicing
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
InertiaInternal and external communication
TrustUnderstanding client needs
Understand our lawyer’s needsCapacity
CreditLack of comfort/skill
Lack of planningAccountability, follow-through, and tracking
Obstacles to Cross-Servicing
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Raise internal visibilityBuild internal relationships
GiveEducate
“Cheat sheet”Joint activities
Attend group meetingsSupport cross-group initiatives
Cross-offices
Accelerated Cross-Servicing
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Lateral planning
Selection and hiring
Systematic internal integration
Client development planning
Servicing skills
Lateral mentor
Lateral Integration
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Alternative Fees
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CultureAuthority
Input on compensationPlanning
Buy-in & motivation (Coaching)Cross-servicing
Problem-solvingTracking, reminders & reporting
Ongoing training
Leadership and Management
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Personal AccountabilityTimelines Tracking
MeasuringRemindersReporting
Implementation Task Force
Implementation
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Client feedback receivedContacts made with high priority targets
Internal cross-servicing meetingsReferrals given and received
New relationships built on both sidesCommunication tools – type and frequency
On-site meetingsPresentations
Practice areas usedTime invested in business development
Measures
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CalendaringBuddy system
MentoringAssistantMeasuresTracking
• Action steps• Deadlines
Reporting
Sustainability
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Internal
External
Rewards & Recognition
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
Benefits Worksheet
Client feedback $_________Client/industry teams $_________Cross-selling $_________BD-focused leaders $_________Lateral integration $_________Sales and service skills $_________Accountability systems $_________Firm and group retreats $_________
Total $_________
© 2011 David Freeman Consulting Group LLC, All Rights Reserved
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