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In Search of Perfect Client Service Why lawyers don't seem to get it

Consulting? A natural way to share the many lessons we’ve learned over the years.

Posted in Client Service, Client Surveys and Audits, Commentary, Hourly Rates and Alternatives, Marketing, Branding and Sales, Prevention, Trends and Innovations

Something interesting happened recently.  Jeff Carr, Nicole Auerbach and I consulted with a client about how to improve the law department’s performance and save money.  Shortly afterwards, Nicole and I consulted with a law firm about moving to alternative fee arrangements.  The interesting thing was that we found ourselves enjoying being consultants.  We found, in these two experiences, that we have a lot to offer.

This should not have been a surprise:  Valorem has been a classroom of sorts since we formed the firm in 2008. We learned from trial and error how to do alternative fees when there was no roadmap to guide us. We also figured out how to frame the national discussion about AFAs when no one was talking about anything but the billable hour. We learned how to divorce hours from pricing when most people to this day still use hours as the basis for calculating an alternative fee.  We learned that AFAs are just one of several tools necessary for a successful representation and delivery of exceptional client service.  You learn a lot in 9 years, and believe me, we’ve been drinking through a fire hose.

We are grateful that clients have responded so favorably. In 2016, Valorem was recognized as one of 22 law firms “Best At Delivering Alternative Fee Arrangements,” and has been recognized for the past four years as a member of the BTI Client Service A-Team. For the past two years, we have been recognized as one of the “Most Recommended (by clients) Law Firms.”  And I have been humbled to have been named a BTI Client Service All-Star MVP for the past four years.  We’ve learned a lot, but we also have put what we’ve learned into action.

We haven’t exactly kept most of the lessons we have learned a secret. I have shared my thinking on alternative fees in two books, and shared my thoughts on customer service and the delivery of value in this blog, which I started back in 2004.  And I have written extensively (with my friend Paul Lippe) about what we affectionately refer to as “the New Normal” in a column for the ABA Journal. These columns are soon to be released in book form. Jeff just started a blog, Life at the Speed of Prevention, that focuses on the enormous untapped value of preventing legal problems from occurring. Nicole, Jeff and I also speak regularly at various industry events across the country to share the lessons we’ve learned and our (often outspoken) views of the legal market.

In the past, though we’ve willingly helped others with their AFA programs or customer service initiatives, we drew the line at formal “consulting.”  But as we found ourselves enjoying the consulting experience, and as more people are asking us to devote more time to this aspect, we realized that maybe the line we had drawn in our minds was a bit artificial.  And one of the many good things about being in a small firm is the absence of rigid rules, or objection to changing them. So we’ve erased the line, and have officially launched a consulting practice for both companies and law firms on these broad topics (and anything in between):

 

For Law Departments:

  • Analyzing processes to identify and eliminate waste
  • Analyzing workflow to identify prevention opportunities—reducing work coming into the department at the front end
  • Alternative Fee Arrangements (training and structuring fees, making AFAs profitable)
  • Deploying tools to reduce total fees even if they are billed by the hour
  • After Action Assessments and programs to embed continuous improvement into the Department’s culture
  • Developing RFPs for AFA engagements
  • Deploying an low-cost arbitration program to address small cases that, in the aggregate, can add up
  • Designing prevention programs and helping departments see around the corner to know what’s coming

For Law Firms

  • Alternative Fee Arrangements (training and structuring fees, making AFAs profitable)
  • Firm culture audits to determine if the firm is customer-focused
  • After Action Assessments and programs to embed continuous improvement into the Firm’s culture
  • Responding to RFPs that address AFAs

Our goal is to help others go through the learning curve we experienced, but at an accelerated rate and without having to learn the hard lessons through actual experience.

So as they say in the consulting biz, if you have interest in any of these topics, please give us a call. We will customize the right program for you.

patrick.lamb@valoremlaw.com   nicole.auerbach@valoremlaw.com    jeffrey.carr@valoremnext.com