How Do You Build An Excellent Client Experience?

Join Brian Glass and Josh Baron as they delve into the art of relationship management and its transformative impact on referral-based law practices. They explore strategies like targeted outreach to referral partners and the 'Dream 100' approach to network building, emphasizing authenticity and trust in professional partnerships.

In this episode, Josh Baron speaks with Natey Ndlovu, a lawyer in the midst of transitioning from firm life to starting her own criminal defense practice. As Natey navigates her final days at her current firm, she shares the overwhelming challenges of managing deadlines, client notifications, and the emotional aspects of making a major career change. Josh offers practical time management insights for knowledge workers and shares his own journey of creating better boundaries around client consultations.Key TakeawaysTime Management for Knowledge WorkersTime management isn't a problem to "solve" but part of the human conditionKnowledge work can't be measured by the same metrics as factory workLooking at monthly results rather than hourly productivity often provides a better measure of successSometimes activities that don't look productive (like staring out the window) can lead to breakthrough insightsThe Emotional Side of TransitionsLeaving a firm often feels like "breaking up" with someone when you know it's not working outThe relief of finally making the decision can be significantManaging transitions involves both practical and emotional challengesBetter Ways to Measure Your DayInstead of counting tasks completed, ask: "Was I engaged? Was I kind?"To-do lists will never be completely finished - making peace with this is essentialSometimes necessary work isn't exciting but still needs to be doneThe Consultation Block StrategySetting specific times for consultations instead of being always availableHaving staff screen potential clients to ensure fitResults in higher sign-up rates and better preparationAllows you to show up as your best self for client interactionsOvercoming Fear of Setting BoundariesInitial fears about losing business are often unfoundedSetting boundaries can actually improve both client experience and your quality of lifeThe "catastrophizing" mindset often prevents positive practice improvementsMentioned Resources"Four Thousand Weeks" by Oliver Burkeman"Meditations for Mortals" by Oliver Burkeman"Slow Productivity" by Cal NewportAbout Natey NdlovuNatey is transitioning from an established law firm to launching her own criminal defense practice. Her experience includes working as a public defender.Natey's firm: Cornick Ndlovu, PLChttps://www.virginia-criminal.com/Connect With UsThe Business of Law Podcast: https://businessoflaw.transistor.fm/Josh Baron: https://www.linkedin.com/in/joshuabaron/Have a topic suggestion or want to be a guest? Email [email protected]

This conversation with California-based R.J. Dreiling was so much fun! We discuss potential client consultations, energy and time management, and criminal defense as an art, not a science.-"Sock Hop" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0/-We were recently selected to some best of lists!https://podcast.feedspot.com/criminal_law_podcasts/https://podcast.feedspot.com/criminal_defense_podcasts/

Check out some clips from a recent conversation I had with Isaac Ortega, the founder of Ortega Law Group, and some thoughts I had after our conversation. We discussed his beautiful referral relationship process, as well as how to prioritize your well-being.Music Credit:"Sock Hop" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0/

In this episode, Joshua takes you on a journey through the landscape of legal niches, aiming to help criminal lawyers discover the perfect size for their defense practice.Ever wondered if you're being specific enough in your niche? Joshua shares anecdotes from his own legal adventures and conversations with industry experts, including the invaluable advice from his friend Marco Brown, a standout divorce and custody lawyer.Josh challenges conventional wisdom on niches, exploring the delicate balance between specificity and broadness. Forget the jargon; this episode is all about making it easy for your referral partners to send clients your way. Josh breaks down the elements of a successful referrak habit loop, emphasizing the importance of being obvious, attractive, easy, and satisfying.From the practical side of tailoring your pitch to different audiences to the crucial considerations of market support and client motivation, Joshua provides a roadmap for lawyers looking to carve out their niche successfully.Join Josh Baron in "Navigating Niches" as he breaks down the myths, shares real talk, and sets you on the path to niche mastery. It's time to find that sweet spot for your criminal defense practice. Tune in and level up your criminal defense game!

In this episode, Josh reviews the complicated nature of paying referral fees and the ways they can transform a sincere relationship into a transaction. Instead, focus your efforts on delivering an excellent experience to the referred client and honoring the trust of the referral partner. 

In this episode, Josh discusses the difficulty of measuring a lawyer's "quality" and the value of focusing more on the immediate concerns of the client and less on the outcome of the case. In many instances, the outcome will have little bearing on the client's overall feeling toward you as a law practitioner. On the contrary, if you address and reduce the underlying anxieties a client may feel toward the case, you have a better chance of earning their trust and higher ratings. 

In this brief episode, Josh shares a powerful rule that can make or break a referral relationship: one strike, and you're out. This refers to the importance of responding quickly to and taking good care of referred clients because one bad move can cost you future business with a referral partner. 

In this episode, Joshua discusses the importance of delivering a top-notch customer experience by seeking for opportunities to go the extra mile. For more information on this topic, check out Chip and Dan Heath's "The Power of Moments: Why Certain Experiences Have Extraordinary Impact".

In this episode, Josh talks about what it takes to master the art of building referral relationships. Often, this can mean knowing when to ask for help, when to hire someone else who knows, and when to make a referral yourself. The key is to know where you shine and acknowledge where you can grow.