Retain Your Clients – A Roadmap to Effective, Ethical Client Service

Originally presented:  August 16, 2024     |     Course length:  2.0 hours

Many lawyers forget that law is a service profession. Studies show that the most frequent reason for losing clients is poor service. And retaining clients in a volatile economy is crucial to your practice. So how do you make sure you’re providing the best service? This program will provide you with the tools you’ll need to consistently deliver exceptional service, retain and develop more business from current clients, and increase referrals. You’ll also earn ethics credit while you learn to:

• Apply best practices that will exceed client expectations
• Eliminate the most common causes of client dissatisfaction
• Deal effectively with all types of client complaints
• Handle angry clients
• And much more

Classic movie scenes illustrate and underscore the program’s principles to help you gain a competitive edge through excellent service. Satisfy your clients and your ethics requirement. The course will cover:

• Are you sure your clients are satisfied? How do you tell?
• How do clients evaluate you? What can you control?
• Service-related ethics rules overview
• Rule 1.2 Scope of Representation
• Rule 1.3 Diligence
• Rule 1.4 Communication
• Rule 1.5 Fees
• Addressing client complaints
• “Why did this happen?” (Rules 1.2-1.4)
• “This is taking forever!” (Rules 1.3-1.4)
• “Why did this cost so much?” (Rule 1.5)
• “I don’t like being treated this way.” (Rules 1.3-1.4)
• What you can learn from the movies – Lawyer/client relationships
• Where’s the best place to find new business? – Your current clients
• How to handle an angry client

– Roy S. Ginsburg; Attorney Coach & Consultant