Client & Firm Communication – It’s Tricky, Tricky, Tricky

Track: Client Value

Session Number: 2164
Date: Fri, Jun 14th, 2019
Time: 12:45 PM - 1:45 PM

Description:

The single biggest problem in client-provider communication is the illusion it has taken place.  Too often, attempts to shift the focal point of the relationship to ‘value’ quickly devolve into discussions about further discounts on the billable hour.  Clients and law firms are stuck in counterproductive communication dynamic, and every stakeholder suffers: emotional labor, administrative burdens, sub-optimal client service experiences, eroding margins, and diluting trust.  How do we flip the script and drive dialogue that results in deeper understanding of what clients actually want?  We think we need an entirely new vocabulary - one that includes words and numbers (and maybe even emoji).  In this session, Jae Um and Casey Flaherty will introduce a New Language of Value designed to make client/firm dialogue more effective and efficient.

Session Type: Lecture

Learning Objectives: Develop a deeper understanding of how clients perceive value and they expect from law firms
Learning Objective 2: Discuss how to effectively communicate value to clients
Learning Objective 3: Discuss how to effectively build trust and partnership with clients
Body of Knowledge (BOK) Domain: Communications
Content Level: Essential
Session Type: Lecture

Learning Objectives: Develop a deeper understanding of how clients perceive value and they expect from law firms
Learning Objective 2: Discuss how to effectively communicate value to clients
Learning Objective 3: Discuss how to effectively build trust and partnership with clients
Body of Knowledge (BOK) Domain: Communications
Content Level: Essential