In this episode of The Classroom 2 Courtroom Podcast, I dive into the best ways to deliver the client journey. Learn practical tips and insights on how to guide clients smoothly from their first interaction to a successful outcome. 

Whether you're a seasoned attorney or just starting out, this episode offers valuable strategies to enhance your client relationships and improve your practice. Tune in to discover how to make every client's journey a positive and impactful experience. 

Scott Benton: And today, we're going to answer the question of, how do attorneys deliver the client journey journey. Best. How do Attorneys Deliver The Client Journey Best?

Now, let's remember that as an attorney, you are in a service industry and you're providing services to a client in a legal environment and a client who hires you to represent them. That's what they're paying you for. So essentially, you need to remember that you are their employee, so to speak.

So, You want to pay attention to every step of the way. Now, at the firm I work for, one of the ideas we talk about a lot when it comes to discussing the Client Journey, is you'll often hear us talk about the Disneyland experience, the Disneyland Experience. This is a term that it's going to come up from time to time and really, many businesses worldwide.

So that they can ensure that your day is going to be one that you really remember for the rest of your life, simply because of how good they've been able to make it.

So the Disneyland Experience is, it's an understanding of every step that a park guest goes through, and it caters to every single possibility to make sure that they're comfortable enjoying themselves with the rides, with the characters, with the park foods, with all of the attractions that are at the park. They want to make sure that you as a guest, are having a superior experience.

So at Disneyland, you're going to notice that the park staff, all of them, they're extremely kind, they're personable, they're helpful, and they're really there anticipating your every need down to the most minute detail. They're never rude, they lose their temper. They don't get angry. They're always friendly. They're available to you and they're helpful.

So, When you're first meeting with a prospect, and this is someone who hasn't really retained the firm yet, they haven't retained your services as an attorney. They may not know how the legal system works. They may never have been to a law firm before, and they are probably, regardless of whether they've been to a law firm or not, they're probably nervous about, what it's going to cost to engage your services?

So, You really want to understand where they are inside their skin and in their shoes and put yourself there to really extrapolate out what that experience is. Now, as you probably know, out in the world of movies and television depictions and pop culture. Attorneys, they don't always get the best treatment.

They're going to have a kind of a negative perception of attorneys and really, what to expect from a law firm. So, you need to make sure that when it comes to the Disneyland Experience that you are countering those negative expectations and you do that by building trust with them. So at the firm I worked for, one of our core values, and we talk about this all the time, is we build relationships, and we sincerely believe that if you build relationships, then all else will follow.

That's, literally one of our core beliefs. In fact, we have our core beliefs listed and posted in our kitchen, and build relationships is right up there on the wall. So we're always looking at that core belief, and all of our core beliefs. And this one is build relationships and all else will follow.

So, you want to make sure those air layered on top of each other. Excellent Legal Services and Excellent Customer Service and that you're providing that to all your clients and really, even to your colleagues at work and to the vendors that you're working with. But when it comes to clients, you want to make sure that you're taking each step in the process that you're working on with them, meaning, you don't want to skip steps.

And if you start skipping steps, steps, that can really start to break down the trust that frankly, you've worked really hard to build with them. So, while this next thing might not initially sound like it's part of the Client Journey, it really is, you want to make sure that you're taking care of yourself.

During the evenings and on weekends that you're well rested, that your energies are restored, that you feel revitalized and that you've been able to clear out your mind so that, come Monday morning when you get into the office, you're fully ready to go. You're energized, your focused on the case in front of you, and you're able to really think clearly and provide those high quality of legal information that your client has hired you to provide.

Yep, I took care of myself. I'm ready to go. Here we are. You're hitting the ground every Monday morning. Because becoming negative, it's something your clients gonna pick up on. They're gonna feel that, you don't want to project that to them because they'll start to lose confidence in you.

They'll sense something's wrong, and it really erodes the power of that Client Journey. You don't want to compromise the high quality that you have built up for the Client Journey and you want to really really work hard to maintain that.

So, again now, looking deeply into the entirety of the Client Journey. It can be a lengthy study, I mean, it can go on for days, weeks or months. it's a subject that you can really immerse yourself into and have it occupy, your attention completely. And frankly, you really should look at that customer service you're providing on that level.

This subject is not exhausted, we're definitely going to be talking about this very frequently on this podcast. So hopefully, this has been helpful. I hope this is helpful information and just opening up the subject of the Client Journey.

My name is Scott Benton, I'm the host of the Classroom2Courtroom podcast. And if this is valuable material to you and you'd like to get alerted whenever we have a new episode of the Classroom2Courtroom podcast coming out. You can go to our website our website, is Classroom2Courtroom.com you can leave us your contact information there and whenever we publish a new episode of this Classroom2Courtroom podcast then you will get that alert.