Client & Firm Communication – It’s Tricky, Tricky, Tricky
Track: Client Value
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.