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RETURN TO MAIN
Improving Client Relations
Henry Chace
CIO, Burns & Levinson LLP
ILTA, 2007
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www.burnslev.com
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Why?
• Smaller firms typically have smaller clients
• Often a close personal relationship between
attorney and client
• Enhancing the client relationship is important
for maintaining and improving business for
your firm
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Technology is Key
• Technology is key to the client relationship
• Reliance on e-mail, case management, attorney
availability (Blackberry, other PDA’s), etc.
• You are a business professional and your
expertise and willingness to add value to the
client relationship is important
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How To Begin
• Make your willingness to be a resource known
to the senior management of the firm.
• Meet with department heads and offer to come
to practice area meetings to introduce your
willingness to offer assistance. Add value.
• Spread the word! You are a resource.
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You are an Information Resource
• If you don’t know an answer or a solution be
THE person who can find out.
• Don’t be afraid to not know the answers or to
make a mistake
• ILTA power – the listservs are a great place
for information
• There are no stupid questions!!!
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You are Resource not Consultant
• Advisor – not the “doer” but the person who
finds answers and resources
• Find the consultant, find the resource and share
the information
• Coordinate, network, bring talent and
resources together
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Examples
• Client from another city wants
Videoconferencing in Boston – asks partner if
we have it – partner refers client to me. We
don’t have it but I offer to find site, coordinate
meeting and take care of all arrangements.
Client very happy!
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More Examples
• Client needs to produce information from an
accounting database for his business in a
discovery. Very small business – not many
resources. Our attorney asks me for help – I
research and find inexpensive way to export
data needed. Client happy!
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Last Example
• Client looking for computer support – running
a very old network in a small business office
outside of Boston. I find local integrator,
perform introductions, follow up on the work
and make sure client is satisfied with the
result. Happy Client!