Start the client relationship right and help the members to understand what you are doing for them and what they need to do to help you resolve their legal issue.  Below are some things that you can do that will help avoid member resolution requests.

• Set expectation levels immediately in terms of outcome, cost and timeline of actions.
• Explain the retainer: how it works, how the hourly fee is discounted and how time spent on phone calls can draw down the retainer.
• Explain “cost” is for the original suit or legal action - not appeal or non-suited and refiled action
• Give the client an alternative contact person at your firm - someone they can speak to when you are in court and not available.
• Advise the client if you will not be the person who will handle their case in court
• Always show up for court

Explain the client’s options clearly.

• What you can do
• What is outside your control
• What is outside the control of the client

WOW Training: Value

I promise to look for ways to give clients more than they ask for, and create value for them with every opportunity.

Consumers believe companies that they do business with exist to create value for them.  They evaluate companies based on the value they perceive.  For most consumers this perceived value is more important than the real value.  Most clients are more concerned with an attorney’s communication and customer service than they are with their actual legal advice.  The following tips will help enhance your client’s perceived value while maintaining a high level of real value.

• Be as specific as possible in outlining the details of a client’s legal matter.
• Allow clients to explain their situation to their satisfaction, not just yours.
• Don’t just give answers; give options – all of the options.
• Focus on what you can do, not what you can’t do.
• Learn how to walk the tightrope between sounding professional and competent without seeming arrogant or elitist.
• Provide the member with a memorable experience by sending a follow-up note or making a follow-up call after a case.
• Get creative; look for opportunities to provide great customer service to your clients.

Creating a Disaster Recovery Plan

Last month’s newsletter focused on the reasons why law firms need a disaster recovery plan.  This month we focus on what should be included in a disaster recovery plan.

• Prioritize Your Response – Make an ordered list of what needs to be done to bring your firm back online.
• Who is in charge? – Make sure your firm has a clear chain of command in place during a crisis.  Keep in mind the person or persons in charge during a crisis should not be making decisions on the fly, rather they should be implementing your existing disaster recovery plan.
• Contact Information – Contact information for essential personnel and vendors should be stored safely at a remote location.
• Technology - Talk to your IT vendor or employee about what specific action they can take to get your firm through a disaster.
• Dealing with Clients – How will you notify clients of the disaster and assure them that you are adequately responding to the situation?  A pre-drafted template letter or email will put you ahead of the curve.
• Insurance – Include a summary of your coverage as well as contact information for your carriers and individual policy numbers.
• Long-term recovery plan – Immediately following a disaster your priority is to get your firm back online, but you should not neglect a long-term plan.  It may be important to manage PR and reassure clients of your firm’s stability.

If you have questions or need help developing a disaster recovery plan do not hesitate to contact PrimeLegal, LC.