Beyond Alternative Fees: How to Deliver Better Client Service

Beyond Alternative Fees: How to Deliver Better Client Service

Originally aired on: Monday, February 1, 2010  Noon EST

A revolutionary virtual panel (vPanel) discussion designed specifically for law firms and corporate counsel seeking actionable recommendations on how to improve client service.

Fueled by the economic crisis, a drop in fees and an increase in capacity, law firms are facing greater expectations from their clients and competition from others. Client service is one clear way to differentiate and keep the business one already has, as well as create new matters. But it’s not easy to implement.

Law firms and corporate counsel seeking practical advice on how to create and change processes that build relationships and hold attorneys accountable for superior service delivery will be discussed by our thought- and action-provoking vPanelists.

This vPanel is of high value for Managing, Marketing and Client Service Partners; Practice Group and Committee Leaders; Relationship Attorneys; and Directors of Marketing and Client Service. Corporate Counsel, Business Unit Leaders and Procurement Managers may also benefit.

Range of Topics:

• Identifying the drivers of the need for better client service
• Baseline expectations of client service standards
• Creative ideas to deliver client service beyond alternative fees
• Risks and issues related to each model
• Key indicators a firm should change…or not
• How to implement better processes, leading to more profitable relationships

Our Distinguished vPanelists:

• Doug Chia, Senior Counsel & Asst. Corporate Secretary, Johnson & Johnson, New Brunswick, NJ
  • Doug provides legal counsel to the corporation on matters of corporate governance, securities regulation, public company disclosure, and Sarbanes-Oxley Act compliance will share his insights and perspectives from the client side of an influential Fortune 50 company.
• Christopher Marston, Founder and CEO, Exemplar Law Group, Boston, MA
  • Christopher started the first law firm in the U.S. to offer a fixed, value-based pricing structure to clients at the age of 29; six years later, Exemplar is thriving...and Christopher has been recently named a "Legal Rebel."
• Nat Slavin, Founder and Partner, Wicker Park Group, Chicago, IL
  • As a Founder and Partner of Wicker Park Group and former publisher of Inside Counsel magazine, Nat conducts client interviews designed to help lawyers maximize their client relationships. Few have a better pulse on the client service horizontal than he.
• Sandy Williams, Client Service Partner, Foley & Lardner, Milwaukee, WI
  • Foley was recently named as the firm providing the best client service in the industry by BTI Consulting; Sandy has been the initiative’s leader for five years.

vModerator:

• Paul Trout, CEO, Shift Worldwide, Chicago, IL

Questions?