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Malcom Gladwell - Blink Wendy Levinson, MD Daniel Shuman, JD
RESULTS
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RESULTS +
EXPERIENCE
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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…
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EXPERIENCE MATTERS
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RESULTS
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RESULTS
EXPERIENCE+
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You can’t control for results, but you can control for experience.
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Intro: Experience Matters
40 mins
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SIMPLE PROCESS IMPROVEMENTS
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BETTER FOR CLIENTS
BETTER FOR YOU
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THE ENGAGEMENT PROCESS
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THE ENGAGEMENT PROCESSDesign it, don’t default it
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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.
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Develop phone-friendly options
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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.
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Get Notified When Client Completes Intake
Client Completes
Intake
Email Intake Notes to Attorney
Trigger Action
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Bundled Automation Super Tools
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Be team oriented
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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.
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Real life is busy, working with you should be simple
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Credit Card Payments
Better for you Get paid today!
Better for clients Easy to pay from mobile
device.
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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.
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Embrace Technology
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Trigger Action
The future is now…
Talk to your Echo device
Take action in case management
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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.”
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Uber
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WORKING WITH THE CLIENT
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Clients Want Collaboration
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Two-week rule
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Share your cell phone number
with clients
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Let the client know what an ideal attorney-client
relationship looks like.
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Get feedback from your
clients
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Kindness matters
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Disney World…
Follow Disney’s Rules of Customer Service
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Listen
Follow Disney’s Rules of Customer Service
Apologize Solve Thank
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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
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AFTER THE RESULT
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Get feedback from your
clients
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You can’t control for results, but you can control for experience.
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@EHGLAWFIRMQuestions?