mark britton - customer service and your firm
DESCRIPTION
The attorney-client relationship is one of the most important tools you have to ensure your firm’s success. See how you can find new ways to connect and create a truly enjoyable customer service experience for your clients.TRANSCRIPT
Customer Service and Your Firm
Mark BrittonFounder & CEO
“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the
wages.”
- Henry Ford
“[R]esearch has found that . . . Customers actually want good
customer service more than they want low prices . . . but
companies often treat customer service as an unwanted
stepchild . . .”
- Marketing ProfsHow to Keep Your Customer
Care Efforts on Track
SOLUTIONSGOOD
FEELINGS
TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING
Communication
Communication
Spouse
Family
Friend
Boss
Employee
Co-workerCoach
Priest
Neighbor
Trainer
Dog
TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING
TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING
Feedback Loop
Feedback Loop
Exit InterviewPick Up Phone
In PassingEOP Survey
Solicit ReviewsConsultant
MOATS
Unique vs. UnexpectedTechnology Platform
AccessibilityUnique Experience
Gifts (?)
TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING
Fired Up
Don’t Make Me ThinkDon’t Make Me Wait
Follow-up (early and often)Focus on Me
Apologize
TRUST
KNOWLEDGE
UNDERSTANDING PASSION
CARING
Caring
Front-end vs. Back-endThought of YouGo-To Lawyer
Treat as IndividualsEmployees
Contact Info• Twitter.com/mark_britton• Lawyernomics Blog:
lawyernomics.avvo.com • Lawyernomics: conferences.avvo.com - May 13-15, 2015, Wynn Hotel, Las Vegas