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Best Practices and Strategies in
Client Service Programs

April 19, 2018 | 12:00 PM - 1:30 PM

Laura Meherg

Clients work with outside counsel because a lawyer is talented, has experience, fills a need and does something in-house counsel cannot do or cannot do efficiently. In this highly competitive market, the bar for service and adding value is very high. In addition to legal skill, experience and responsiveness, clients expect outside counsel to add value through strategic and proactive advice, training sessions, discounts and custom fee arrangements, updates, briefs and by building personal relationships. While most firms think those offerings make them stand out, they really don’t. What makes a firm stand out—and what takes so much time, effort and coordination—is an understanding that each client has a different definition of what it means to stand out, and a different set of priorities, expectations and preferences.

By regularly seeking client feedback law firms are able to define their key differentiators, develop firm wide service strategies, create “one size fits one” service strategies for key client and industry teams and build dramatic client loyalty. This program will provide best practices for uncovering what clients value the most and practical tips for providing a seamless and superior client experience.

In this presentation, Laura Meherg, founder and partner at the Wicker Park Group, will discuss the “essential” questions you can ask to uncover client preferences, needs, and expectations. We will also cover best practices for creating a culture of client service excellence, and identify the top ways law firms are adding the most value according to clients.

Troutman Sanders
1001 Haxall Point
Richmond, Virginia 23219


LMA Members (in-person attendance) $15.00
LMA Members (webinar attendance) $10.00
LMA Members (who have prepaid for 2018 events) FREE
Prospective Members $35.00

Note: You must be logged in to the LMA website to receive the member rate.

Registration Deadline 4/12/2018


No Valid Registration Types [details]


2018 Gold Sponsor


About the Presenter

Laura MehergLaura Meherg is a founder and partner in the Wicker Park Group. She plays a key role in all programs offered by WPG. Laura previously founded Meherg Consulting, which later became part of WPG. Before that, she served as Director of Client Services at Burr & Forman, where she was responsible for every aspect of marketing and training. She developed the firm’s client feedback program, which produced measurable results, won universal praise from firm leadership and became a benchmark in the industry. Laura regularly works with in-house counsel and previously facilitated GC roundtables for Martindale-Hubbell’s Counsel-to-Counsel Forum series and other in-house counsel programs. She is a former President of the Southeastern Chapter of the Legal Marketing Association and also served on the board of directors of the Legal Marketing Association as Secretary and Member at Large. The Elite Excellence in Legal Marketing Awards named her 2004 “Marketing Director of the Year.”

Important Information

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Walk-ins are welcome as space permits. Cash or checks made payable to "LMA Mid-Atlantic Region" will be accepted at the door. NO credit cards accepted.

Cancellations must be made within 2 business days of the program. No shows and cancellations within 2 business days of the program will be charged as follows: Members: $15 ($10 if registered for webinar only); Non-members $35.