How would you rate our communication?
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© Copyright 2022 Vista Consulting Team. All Rights Reserved.
Law firms invest an abundance of time and resources into providing legendary, memorable client service. This endeavor is absolutely vital. Why? Because happy clients are essential to the continued growth and success of the firm. History has proven that clients who are satisfied with our services are more likely to leave reviews and give testimonials thus organically growing our firm through referrals.
Think about the client journey at your firm. What measures do you have in place to ensure that your team is meeting (and hopefully exceeding) the clients’ expectations of services throughout the life of their case? Every team member is responsible for their own role in delivering above and beyond client service. The best firms in the business have systems and standards in place by design. It is those systems and standards that become the measuring stick by which success is achieved.
It starts with communication. Proactive, regular, and recurring client communication that advances the case is a Vista non-negotiable. This may occur every 14-30 days at your firm, but at a minimum, you should be speaking with your client at least once a month.
You can communicate between your monthly calls with your client by text and email, but that should be viewed as an enhancement to your communication, not as a substitute to speaking with them on the phone or meeting with them in the office. Too much can be lost in translation when communication doesn’t happen via a verbal dialog…especially when it comes to how the client is doing.
Another Vista non-negotiable is that all calls, emails, or text messages are returned within a reasonable time period but no later than the end of the next business day. Not doing so sends the message to the client that they are not important to us or that we are not working on their case. Neither of those is true so don’t let perception cloud reality.
Another key element of the client experience cycle you should be tracking relates to personal information your clients share with you. When you’re talking with your client, be sure to make note of any “golden nuggets” they mention. A “golden nugget” is simply a fun fact about the client that can be used by a team member as an “ice breaker” when speaking with them.
Examples include their favorite sports teams, the name and types of their pets, favorite drinks, major life events like marriage or welcoming a grandchild, and hobbies. Don’t just ask for that information – track it! House those details on a dedicated tab within your case management system – which Vista likes to call the Secret Service tab. This system really WOWS the client and makes them feel important and understood. It also leaves the impression that they are more than just a case to your firm.
Next, Vista recommends surveying clients both during and after case resolution – at 90 days, six months, and then post disbursement and file closure. Keep the survey to five or so questions and have their answers rated on a scale of 1-5, with five being excellent and one meaning we need improvement. Some questions you might ask the client are:
How would you rate our communication?
Would you say our team is caring and concerned about you?
Do you know the name of the case manager who is working with you?
How would you rate your experience with us?
Do you believe your case has progressed timely so far?
Would you refer your family and friends to our firm?
Notice that all of these questions can be answered with a yes or no. Positive surveys should be shared with the team publicly and less than delighted surveys with the assigned paralegal/attorney and/or management team privately. If a client is less than 100% delighted during their case, you want to remedy the issue immediately and turn them into a raving fan by the time of disbursement. You should design a plan of action with the client to resolve the problem and let them know when you intend to follow back up with them. To track client survey results, Vista suggests a Client Survey tab in your case management system. Also consider providing your leadership team with tracking survey result summary scores in a report grouped by paralegal and by attorney.
When a case closes, you need to ensure your team knows the firm’s work isn’t done! They should use all disbursement meetings as a marketing event. Happy clients want to do something to thank you for all you have done for them.
You must tell them what you want, and what you want is the referral of a friend or family member and a review on Google and/or Facebook. Once you start getting those raving reviews, the job isn’t done! Set a goal number of Google and Facebook reviews per month. Once established, continue to measure and analyze them.
Finally, communication with your team is key! It’s of the utmost importance that we communicate to our team the firm’s expectations when it comes to communication and the impact it has on the client experience. Set the stage!
Expectations and KPIs should be discussed and then memorialized in team member scorecards and reviewed during one-on-one meetings and at annual performance reviews. Continue to emphasize the importance of client experience at your firm at every single opportunity you can.
Every interaction the client has with the firm is an opportunity to make a lasting impression. Let’s make sure it’s a positive one.
© Copyright 2022 Vista Consulting Team. All Rights Reserved.
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Privacy PolicyTim co-founded Vista Consulting in 2009, along with his partner Chad Dudley. Vista’s aim was to help plaintiff law firms reach their full potential. In December 2017, Tim acquired Chad’s interest in Vista. Tim and Chad remain very close friends to this day! Tim has decades of CPA experience with local, regional, and national CPA firms. However, it is through Tim’s prior consulting practice that he found his passion. He has worked with many business owners, assisting them with defining and attaining success in their business and personal lives. Developing a management philosophy with business owners along with the associated systems and processes that assist in delivering outstanding management to Vista’s client teams is Tim’s forté.
Dr. Heather Carroll holds a Doctor of Business Administration in Industrial and Organizational Psychology. She specializes in areas such as job satisfaction, motivation, burnout, and organizational commitment, particularly as these workplace factors apply to the legal industry.
During her nearly 20 years of legal experience, she has held many roles from Case Manager, to Litigation Paralegal, to HR Manager, to Firm Operations Administrator. The majority of Dr. Carroll’s legal experience has been in the area of personal injury. However, she began her legal career at a labor union by assisting in the negotiations of a new collective bargaining agreement between a major US airline and their pilot group. It was through that experience that her interest in team and operational matters, within a legal setting, took root. Many years, and a doctorate, later helping legal teams thrive through increased operational efficiency is her passion.
Dr. Carroll resides outside the Seattle/ Tacoma area of Washington currently. She is a military spouse and a mom of three.
Ryan joined the Vista team in 2014 as a Programmer. He has more than fifteen years of experience working in various finance and accounting roles with a strong background in IT and management information systems. Ryan codes in Visual Basic and is an expert with all Microsoft products. He works closely with Vista’s Operations Consultants to build out custom dashboards for our clients. These dashboards become integral in our clients’ success. Ryan is skilled at assessing and understanding our clients’ requirements and translating those into clear and concise reporting tools that allow our clients to improve firm operations.
Mary Ellen Murrah joined the Vista Team in 2019. Prior to joining Vista, Mary Ellen spent more than 16 years managing and marketing a national, legal case management software company. That position introduced her to thousands of personal injury law firms across the country. She was a familiar face at annual legal events and a frequent voice on topics ranging from legal marketing to data integrity. Over the years, she’s forged meaningful relationships with legal vendors, which has provided keen insight on almost every corner of the legal industry. She is skilled in identifying law firm business improvement opportunities and brings her extensive operations, team management, and industry knowledge to the Vista team. Mary Ellen has a true passion for tackling projects with common sense management. Her eye for detail, human resources experience, and deep operations skills are an asset to help law firms grow their businesses and help attorneys foster and maintain efficient, profitable practices.
Pam joined the Vista Team in 2020 as an Operations Consultant. She began her career more than twenty years ago at a personal injury law firm where she served as Law Firm Administrator for close to a decade. In that role, she became intimately familiar with the nuances of personal injury firms and developed a keen eye for improvement and success. She then took her passion for data management and effective processes to a national, legal case management software company. There, she worked with hundreds of law firms across the country to help them implement a new system that allowed them to collect and analyze their data and institute seamless workflows. She then transitioned to the role of Training Director for a large personal injury firm where she served as project manager for a massive data conversion and software platform shift. Ultimately, she yearned to get back to her roots, traveling the country, meeting thousands of attorneys and team members, and helping them transform their business.
Stephanie joined the Vista Team in 2009 as an Operations Consultant. She brings her knowledge and experience in management and operational excellence to our team. Prior to joining Vista, Stephanie spent twelve years working for insurance claims departments and five years as a Chief Operations Officer of a multi-office, northeast, personal injury firm. She is admitted to practice law in Connecticut, New York, and Tennessee. Stephanie utilizes her experience to assist Vista clients in implementing tried and true solutions in law firm operations. She is an innovative thinker who can apply solutions to clients’ specific circumstances. Stephanie has a knack for assisting COO’s and Office Managers in challenging situations. She has polished coaching techniques and is skilled at helping her clients work through the decision-making process. She is extremely thorough, exhibits strong communication skills, and partners with key client personnel in delivering systems and accountability that drives results.
Terri joined the Vista Team in 2018 as an Operations Consultant. After joining a large, multistate law firm in 2004 as a front desk receptionist, Terri quickly realized that her passion for serving others was best utilized in the personal injury firm setting. She developed a love for the legal field. Terri’s passion and desire to understand all aspects of a personal injury case resulted in several promotions to Senior Legal Assistant. In 2015, Terri was selected to join a brand new personal injury firm as Senior Legal Assistant and Office Manager. In this new role, Terri was able to utilize her dedication to the profession and years of experience to help this firm quickly become one of the premier small firms in her hometown. Terri looks forward to helping personal injury firms meet their growth goals.
Amanda Hankins joined Vista Consulting Team in 2017, bringing more than two decades of intimate experience working in personal injury law firms. Amanda’s career at a large, multistate law firm took her from Receptionist to Legal Assistant to Intake Supervisor to Medical Treatment Coordinator. This experience in working in every department of a personal injury firm serves her clients exceptionally well. She’s been there, she knows the struggles, and she knows how to drive progress. She also has experience working with one of the largest medical funding companies as a Business Development Manager. She has a true passion for customer service and loves working with law firms to teach them all avenues of keeping client satisfaction as a top priority.
8:00 am | Breakfast |
9:00 am | Welcome & Introductions Tim McKey | Vista Consulting & McKey Business Group Baton Rouge, Louisiana |
10:00 am | 3 R’s – Relationships, Referrals, and Reviews Darcy Neighbors | CIM Marketing Partners Julie Ostrovsky | Nevada Justice Association |
11:00 am | Stretch Break |
11:15 am | Systems, Metrics, and Alignment Mike Morse & John Nachazel Mike Morse Law Firm and Authors of the book “Fireproof” |
12:30 pm | Lunch |
2:00 pm | Organizational Commitment and Burnout within a Law Firm Setting Heather Carroll The Eichholz Law Firm | Savannah, Georgia |
3:00 pm | Stretch Break |
3:15 pm | How to Take a Moneyball Approach to Running Your Law Firm Larry Buckfire & James Schmehl Buckfire & Buckfire | Southfield, Michigan |
4:15 pm | Extra Sensory Dave Dee – Mentalist Speaker, Author and Mentalist | Milton, Georgia |
5:00 pm | Conclude Day 1 |
6:00 – 8:00 pm | Cocktail Party The Joule Hotel | 1530 Main Street Dallas, Texas 75201 |
8:00 am | Breakfast |
9:00 am | Virtual Secrets Revealed Dave Dee – Mentalist Speaker, Author and NLP Sales Consultant | Milton, Georgia |
10:10 am | Stretch Break |
10:30 am | Everyone Deserves a Great Manager Scott Miller, Bestselling Author and Leadership Expert at FranklinCovey FranklinCovey Salt Lake City, Utah |
12:00 pm | Lunch |
1:00 pm | Local Service Ads for Legal: Buying Your Way to the Top Locally Nalini Prasad | BluShark Digital Washington, DC |
2:00 pm | Servant Leadership and the Power of Positive Reinforcement Merten Rice | Dudley DeBosier Baton Rouge, LA |
3:00 pm | FYI, Don’t Do This Tim McKey | Vista Consulting & McKey Business Group Baton Rouge, Louisiana |
3:30 pm | Conclude Day 2 |