Spring Break! Plus, a Practical Guide to Come in Season 3...
Five Star Counsel Podcast
The Five Star Counsel podcast is prepping for a little break while we wrap up season two and prepare for season three, which will focus on the practical implementation of building a modern, high-level legal firm. As we dive into the day-to-day nuts and bolts, we'll share a range of tools and methods, from budget-friendly to more costly options. We recognize that every firm is different, so we'll provide non-prescriptive guidance and explore various approaches that can be adapted to your practice. Stay tuned for the upcoming season, and let us know your specific concerns and interests by...
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S2 E13. Answering Our Show's Big Question
Five Star Counsel Podcast
Our show has tackled client service by framing it around one big question: "What would a firm created by the founders of Disney, Amazon, and Four Seasons look like?" Today we try to summarize our Five Star Bootcamp by answering that question. Building a law firm requires starting with the business foundations of mission, vision, and values. The mission should be clear and consistent for both employees and clients. The values should guide the behavior of employees and drive the business forward. We need to provide results as a lawyer, but also humanize those results with great...
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S2 E12. Recovering From Service Mistakes
Five Star Counsel Podcast
How do you handle client-facing mistakes? As much as we try to avoid them, mistakes are inevitable, even for us perfectionist attorneys. And because they are inevitable, attorneys need to have a plan for how to respond when they happen. My experience working at the Four Seasons provided a great framework for how to deal with mistakes, using "glitch reports" to document errors and review them with our staff at regular meetings. There are three steps that attorneys should take when mistakes happen: apologize and take ownership of the mistake, empathize with the client by acknowledging how the...
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S2 E11. Making Service Improvements
Five Star Counsel Podcast
There's a common misconception and fear we see in attorneys. Attorneys can fall prey to thinking that becasue they're well-paid and well-respected, they don't need to think about making their service better. Many risk-averse, pessimist, perfectionist attorneys simply fear the potential failure that comes with change and growth. Neither of these is a good reason to avoid thinking about improvement. This episode, we discuss the ways you can approach gradual improvement, how to identify what needs to be improved, and how to get yourself started. We'll even tell you how you can...
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S2 E10. Maintaining Your Service Consistency
Five Star Counsel Podcast
Now that you have addressed your standards, and you've implemented processes that should lead to those standards being met, how do you make sure your firm is hitting your standards on an ongoing basis? Standards won't do much for you if they're never being met. I'll walk through the ways you can think about consistency in your service, ways to measure and track consistent service, and even what do when someone is regularly missing the mark or if your standard is just too lofty to begin with. You'll constantly be testing, measuring, and tweaking your service, with an aim to be as...
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S2 E9. Setting Your Delivery Standards
Five Star Counsel Podcast
Now that we've discussed the components of our firm's service, it's time to think about how we measure successful service. Setting these standards not only helps you track that everything is happening correctly, but helps your employees know if they're doing a good job. Most importantly, it helps ensure a consistent and high-quality experience for your clients. We'll discuss touchpoints - the places where you and your client actually interact - and how to start measuring there. We'll talk about what to do if you're not hitting your standards, and how to consider adjusting your standards...
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S2 E8. Your People: Hiring, Training, and Managing
Five Star Counsel Podcast
We've built the pieces of the machine for great service, but now it's time to focus on the fuel - your employees. People are the most important thing in your business, and we can't skimp on it. I break this episode down into two main parts: how to hire and how to train and manage. The most crucial single point is in your hiring process - most law firms hire based on skillset, which, of course, is important, but technically skilled lawyers aren't that tough to find. You want someone who understands, shares, and demonstrates your firm's values right from the get-go. At the least, someone who can...
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Service Delivery in the New Experience Economy w/ Joe Pine
Five Star Counsel Podcast
Have you progressed beyond the dark ages of stodgy, antiquated law practice? If you're listening to this show, I bet you have, but has your service delivery fully embraced the current experience economy? What does that even mean? Our guest, Joe Pine, is here to explain. Joe is a distinguished author, speaker, and management advisor. We focus our talk largely around his influential book, The Experience Economy, and what that means for law firm owners. As our economy has shifted from a simple commodity-based one to a much more refined experience-based economy, our offerings and service delivery...
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S2 E7. Defining the Five Star Experience
Five Star Counsel Podcast
Now that we've laid the groundwork for building great service, and talked about how to avoid pitfalls, we should really define the scale that we're grading service on. We are, after all, the Five Star Counsel Podcast! So what makes a "Five Star" experience? I'll give some detailed examples of what goes into an exemplary, five star experience for a law firm, and even work backwards to talk about the ways firms earn less than great reviews. All of this is setting the stage for the next few episodes, where we'll dive deep into the service component of a law business, and get into the nitty-gritty...
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S2 E6. Avoiding Red Herrings
Five Star Counsel Podcast
Before we dive deeper into what service is, let's take a look at what service ISN'T. I like to classify these distractions, marketing ploys, and wow-factor missteps as Red Herrings. This is something that you give to your client that doesn't actually move the needle for them. Your law firm isn't a procurement agent, so don't buy stuff for clients that they didn't need as a part of your service. The misconception we've got to address here is that great service means great gifts, or over the top moments of shock and surprise. Or that you have to wow a big client with fancy touches and...
info_outlineNow that we've defined our firm's mission, vision, and values, we need to really hone in on exactly HOW we help our clients and how we measure it. How exactly do we move the needle for our clients and define success?
As customers grow more savvy, the legal industry is not immune - potential clients have problems, and they want to know that this expensive work is going to solve them. It's not enough to assure a client that you do mysterious shadowy work for them, bill them for it, and that they'll be better off in the end. You need to spell out where they are, the problems you're going to solve, and what success looks like.
I'll discuss how expert status and the idea of Value Over Replacement Professional (VoRP) plays into this, and ways you can turn a potentially unknown and vague conclusion into a clear path of value for your client.
I know you probably can't guarantee a particular outcome for your client as an attorney, but you CAN spell out what your client's journey from problem to potential solution looks like. You can even guarantee your work, even if you can guarantee a legal outcome.
Closing Exercise: Define your needle and your guarantee.
1. What problems do your clients come to you to solve? Where do your clients get stuck in the process? And how can you help them get past those problems more easily?
2. How will people know if you've succeeded? Have you defined "success"?
3. We've created the Estate Score so people know what we've accomplished. What kind of qualitative/quantitative, concrete value increase can you demonstrate to your client?
4. Even if you can't guarantee an outcome, can you guarantee your work? Your service? Your client's satisfaction?
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