a culture of client excellence
Sales solve everything is a mantra we are fond of, because sales result in happiness for your business. We believe everyone, one way or another, is in sales and everyone needs to be on the bus. That’s a culture thing.
We love the task of getting everyone in the room and ensuring they are all, indeed, on the bus. We believe in tangible results by motivating and effecting behaviour change in everyone by working with you on what you need. And delivering more than you could ever expect.
The Brief
Primarily the objective was to bring client service excellence to life and for everyone to buy in to the strategy. In addition people at all levels had to come away with simple, practical action points that honed, challenged and changed their communication skills and behaviours.
Buckles wanted to embed client service excellence into their culture for everyone so the sessions were run with mixed groups, both in terms of practice areas and seniority.
This meant that every session had to appeal to a group that might contain a long-established senior partner, a recently appointed paraglegal and the BD Director.
Following the training the firm has seen a noticeable improvement in importance staff have placed on the client relationship. It was a huge investment from the firm in terms of time and resource but the client feedback score has seen an increase in overall satisfaction which demonstrates tangible results.
The Solution
Firstly we worked closely with Buckles’ Board partners, HR Director and Business Development Director to get under the skin of what they wanted. We looked at their independent client survey feedback and identified the key areas where there was scope for blips in client service excellence to appear. The usual suspects for law firms reared their heads: fees, timescales, outcomes, frequency and style of communication.
Then we designed a highly interactive one day programme which involved:
- An introduction by a Board equity partner including some terrific “war stories” of getting client service excellence right and wrong. This got buy-in up front.
- Facilitation of discussion around the key challenges in client interaction and brainstorming ideas for ensuring better handling of these issues, ensuring context and relevance.
- Sharing of practical ideas for delivering real client service excellence. Essentially going the extra mile and this being noticed and appreciated by the client. Different service lines brought their own thoughts resulting in vibrant discussion.
- A combination of role play, real play and forum theatre interaction involving a mix of pre-prepared case studies and real client interaction issues raised during the sessions. This can be challenging. Especially with a group that comprises all levels of the business, but worked exceptionally well and was a great team-builder.
The Results
Energised and motivated participants who are now spreading the word throughout the firm about how client service excellence can improve the bottom line, and more specifically telling others the specific, practical things that can be done to effect improvement.
Following the training the firm has seen a noticeable improvement in importance staff have placed on the client relationship. It was a huge investment from the firm in terms of time and resource but the client feedback score has seen an increase in overall satisfaction which demonstrates tangible results. To build on this we have been invited back to provide all new members of staff similar training to ensure there is a consistent approach and the messages are embedded throughout the firm.
