"Learning - from experience"
THE SOLUTION AND
"THE THREE WINS OUTCOME"
"In business, there are literally only two things which count - the people who work with you in the business, and the customers. The people who do the work are the most important people in the business
Allan Leighton, Chairman, The Co-operative Group
Now, more than ever, you need your lawyers to be engaged, engaging and commercially focused. They will be the real differentiator.
As your lawyers begin to consistently deliver exceptional client service, and "right first time" advice, then deeper, more lasting, relationships will be built, with both your clients and your people. What we call - The Three Wins Outcome.
WIN ONE
HAPPY CLIENTS
Consistent best in class service delivery, exceeding client expectations, will lead to happy clients, which will inevitably produce:
Improved client loyalty
Less fee pressure
More work
Better work
More recommendations to others
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In turn leading to tangible, positive effects on the financial performance of your business.
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WIN TWO
HAPPY LAWYERS
Happy clients mean motivated and happy lawyers - there is nothing quite like having a really happy client.
You can then expect:
Improved retention
Faster career progression for your people
Who will want more, even better, work
Who will develop faster as great advisors - clients will seek them out
They will also become evangelists for your business, meaning improved recruitment.
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WIN THREE
THE VIRTUOUS CYCLE
People and clients - the two fundamentals of every business. Look after them well, everything else will follow - success will breed success.
Happy people will stay and grow
More good people will join
Happy clients will stay
More good clients will follow
Higher quality work
Results will improve exponentially
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And so, the virtuous cycle feeds itself and it all starts again.