www.burnslev.com return to main improving client relations henry chace cio, burns & levinson llp...
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www.burnslev.com
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Improving Client Relations
Henry Chace
CIO, Burns & Levinson LLP
ILTA, 2007
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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
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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
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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.
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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!!!
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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
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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!
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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!
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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!