I had the pleasure of speaking with Rodney Dowell, Director of LCL, today, for the Boston Bar Association\'s Brown Bag series on how to manage client relations. Enjoy!

1. The Boston Bar Association Presents: “Managing Client Relations” Your Presenters: Rodney S. Dowell, Esq. Director Massachusetts Law Office Management Assistance Program Boston, MA Alan J. Klevan, Esq. KLEVAN & KLEVAN, LLP 1 Hollis Street, Suite 243 Wellesley, MA

3. Clean up your waiting room

4. What does your desk say about you?

5. You don’t need to take every potential client that walks in your door

8. First Impressions When a prospective client comes to your office, treat them like GOLD! Pour on some good old fashioned southern hospitality Make them feel welcome and important. Make sure they leave feeling they have made the right choice.

9. Make it all about your client The case is about THEIR issue – guard yourself against desensitization! Remember, you see it all the time – this case is THEIR tragedy! THEY need to know you care…

10. Create “Raving Fans” “ Clients are only satisfied because their expectations are so low and because no one else is doing it better. Just having satisfied clients isn’t good enough anymore. If you really want a booming business, you have to create raving fans.”

11. Block Time For Client Communication

12. The Key to 99% Client Satisfaction A Relationship Built On: Know Like Trust

13. Getting a Client to Pay…

16. Billing early, often and strategic = Billing late and infrequently =

18. Time to Re-Learn the “A, B, C’s”

19. Get Happy – Fire Some Clients Don’t spend hours on no or low-profit clients if that time can be spent on higher-profit matters Remember your 80/20 Rule!

22. GOOD LUCK TO YOU! Alan J. Klevan KLEVAN & KLEVAN, LLP 1 Hollis Street, Suite 243 Wellesley, MA 02482 781-237-4700 [email_address] www.twitter.com/AlanKlevan www.lawpracticestrategies.com Concentrating in workers’ compensation claims, motor vehicle claims, divorce and estate planning.