Best Pr actices in Client Service — Re t ain Clie nt s and Avoid Et hic s Comp laint s How to Exceptional client service is the foundation of professional success. Your reputation for great service will build your practice, while poor service could lead to an ethics complaint. create satisfied clients and generate referrals by providing This seminar provides a comprehensive roadmap to deliver extraordinary service that will help you retain and develop more business from your current clients and increase referrals. While you earn ethics credits, you’ll learn to: • Apply best practices that will exceed your clients’ expectations • Eliminate the most common sources of client dissatisfaction • Handle angry clients and avoid ethics complaints • And much more Classic movie and television scenes illustrate and reinforce the program’s principles. outstanding service Satisfy your clients and your ethics credit requirement. course outline • Are Your Clients Satisfied? Are You Sure? • How Do Your Clients Evaluate You? What Can You Control? • Service-related Ethics Rules Overview – Rule 1.2 Scope of Representation – Rule 1.3 Diligence – Rule 1.4 Communication – Rule 1.5 Fees • Addressing Client Complaints – “It wasn’t supposed to turn out this way.” (Rules 1.2-1.4) – “This is taking forever.” (Rules 1.3-1.4) – “Why did this cost so much?” (Rule 1.5) – “I don’t like the way I’m being treated.” (Rules 1.3-1.4) • Just Like in the Movies—Lawyer/client relationships on the big screen • Authenticity and Attitude — How to create this winning combination • The Best Place to Get Business: Your current clients • Up in Arms—How to handle your angry client • An Ounce of Prevention—How to reduce or eliminate ethics complaints ROY S. GINSBURG, J.D. "Helping Lawyers Connect With Clients" Roy S. Ginsburg Roy Ginsburg is one of the most experienced attorney coaches in the Twin Cities and works with lawyers from all across the country to help them build successful and personally rewarding practices. Besides coaching, he has an active solo practice and is legal marketing ethics counsel to Minnesota Law & Politics® and Super Lawyers® magazines and FindLaw, a Thomson West company. In his 25-year legal career, Roy has worked in large and small law firms, as well as in-house counsel in corporate legal departments. In addition to coaching and practicing law, Roy is a frequent CLE lecturer. Bar associations nationwide sponsor his programs, which are all designed to enhance the professional development efforts of attorneys. Active in the Minnesota State Bar Association (MSBA), Roy chairs its Practice Management and Marketing Section. He has twice received the MSBA’s President’s Award for his task force contributions on the rules of professional conduct and on diversity. Roy is also a former president of the Minnesota chapter of the Association of Corporate Counsel (ACC). phone: (612) 812-4500 • fax: (888) 274-1687 roy@royginsburg.com www.royginsburg.com