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Midyear Meeting
Vermont Bar Association
March 21-22, 2019
What (Clients) Want:Managing Legal Consumer
Expectations in 2019
INTAKE
How Do Legal Consumers Find Law Firms?
‘Vanity’ Search
‘Long Tail’ Search
Keyword Search
All Roads Lead to the Internet . . . even if you think all of your clients generate from in-person
networking.
What Do Legal Consumers Want?
Immediate Response
Engagement
Price Certainty
Technology?
Marketing Requirements for Modern Law Firms
Website
Social Media
Contact Forms
Content
Email Marketing
SEM/Backlinks
Paid Advertising
Organizational/Management Tools
Intake Procedure
Lead Management / CRM
eSignature
ePayments
Analytics
Fee Agreement
Client Journey
SHARING INFORMATION
How Do Modern Law Firm Clients Want to Access Information?
Via the Devices + Tools They
Already Use
Without Significant
Barriers
On Demand
All Roads Lead to the Paperless Office . . . even
if you thinkyour clients want paper.
Information Technology Requirements for Modern Law Firms
Productivity Software
Case Management Software
Scanner
PDF Conversion Software
Online Document Repository
Naming Conventions
Workflow
Automation
Information Security for Modern Law Firms
Vetting Software
System Security
Encryption
Data Backup
Data Destruction
Informing Clients of Security Precautions
BILLING
How Do Modern Clients Want to Be Billed? Transparency
Cost Certainty
Value
Consistency
ePayments
What You Need to Bill Clients Now
Time Capture/Recording System
Automated Invoice Generation System
Online Payment Methodology
Accounts Receivable Tracking Protocol OR Limiting Accounts Receivable
Key Concepts for Improved Client Billing
Every Billing Interaction is Really a Marketing Conversation
Sell Value not Hours
Access AFAs
Make Payment Convenient
Eliminate Accounts Receivable to the Extent Possible
DISPOSITION
Circle Game
Seed Your Next Set of Intakes by Asking for Referrals
Subscribe Your Clients (including former clients) to Your Content
Build a ‘Closing Package’
Stay in Touch / Stay Top of Mind
Stay on Top of Trends
Law Firms that Focus on Customer Service Get Away With A Lot
Jared D. Correia, Esq.
CEO
Red Cave Law Firm Consulting
(617) 398-7181
www.redcavelegal.com
