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Erin Gerstenzang EHG Law Firm

Designing Your Law Firm to Work for You

Malcom Gladwell - Blink Wendy Levinson, MD Daniel Shuman, JD

RESULTS

RESULTS +

EXPERIENCE

1. 3 minutes +

2. “I will leave time for your questions”

3. “Go on, tell me more about that”

4. Use humor

Doctors who had never been sued…

EXPERIENCE MATTERS

RESULTS

RESULTS

EXPERIENCE+

You can’t control for results, but you can control for experience.

Intro: Experience Matters

40 mins

SIMPLE PROCESS IMPROVEMENTS

BETTER FOR CLIENTS

BETTER FOR YOU

THE ENGAGEMENT PROCESS

THE ENGAGEMENT PROCESSDesign it, don’t default it

Electronic Fee Agreement

Better for you Fast, reliable, electronically

stored, easy to execute from your phone.

Better for clients Reduce friction, less work, easy to read and sign on

mobile device.

Develop phone-friendly options

Online Intake Forms

Better for you You don’t have to waste

anyone’s time inputting data.

Better for clients Client feels like they have told you everything they wanted to

communicate.

Get Notified When Client Completes Intake

Client Completes

Intake

Email Intake Notes to Attorney

Trigger Action

Bundled Automation Super Tools

Be team oriented

Online Scheduling

Better for you You don’t have to waste

anyone’s time scheduling and rescheduling.

Better for clients Client can easily make it work without having to talk to a live

person.

Real life is busy, working with you should be simple

Credit Card Payments

Better for you Get paid today!

Better for clients Easy to pay from mobile

device.

Case Management Software

Better for you Stay organized, save time and have every file accessible on

your phone.

Better for clients Client portal, easy to

communicate with attorney.

Embrace Technology

Trigger Action

The future is now…

Talk to your Echo device

Take action in case management

RULE 1.1 COMPETENCE COMMENT [6]

To maintain the requisite knowledge and skill, a lawyer should keep abreast of changes in the law and its practice, including the benefits and risks associated with relevant technology, engage in continuing study and education and comply with all continuing legal education requirements to which the lawyer is subject.”

Uber

WORKING WITH THE CLIENT

Clients Want Collaboration

Two-week rule

Share your cell phone number

with clients

Let the client know what an ideal attorney-client

relationship looks like.

Get feedback from your

clients

Kindness matters

Disney World…

Follow Disney’s Rules of Customer Service

Listen

Follow Disney’s Rules of Customer Service

Apologize Solve Thank

If you have a reputation for excellence or sit at the high end you need to work much harder to ensure this excellence occurs at each and every customer interaction. Otherwise you will lose customers that would have accepted the same treatment from your competitors.

Follow Disney’s Rules of Customer Service

Daniel Davey, The 6 Disney customer service secrets everyone should know

AFTER THE RESULT

Get feedback from your

clients

You can’t control for results, but you can control for experience.

@EHGLAWFIRMQuestions?