Client Management for Solicitors | John Freeman | Taylor & Francis eBo

ABSTRACT

First published in 1995. Routledge is an imprint of Taylor & Francis, an informa company.

TABLE OF CONTENTS

chapter 1|12 pages

Looking after your clients

The three Cs

chapter 2|4 pages

The management revolution

The challenge of change

chapter |1 pages

The management of change

chapter |4 pages

The need for action

chapter |3 pages

The role of the group partner

chapter |7 pages

The mission statement

chapter 2|3 pages

The management revolution

chapter 3|7 pages

The client revolution

chapter |1 pages

Thinking about clients

chapter |9 pages

Client focus

chapter |1 pages

Plus ça change

chapter 4|2 pages

Quality and client management

Understanding quality

chapter |4 pages

Quality – meeting client requirements

chapter |5 pages

Quality and the client

chapter |13 pages

The cost of quality

chapter |6 pages

File management

chapter 5|2 pages

Understanding your clients

Client perception

chapter |3 pages

The survey of solicitors’ clients

chapter |11 pages

Tom Peters’ onions

chapter |1 pages

What clients like

chapter |6 pages

What clients don’t like

chapter |1 pages

What you (think that you) look like to your clients

chapter |2 pages

Client service perception survey

chapter 6|11 pages

Service is our business

Service defined

chapter |6 pages

Client-driven product design

chapter |5 pages

Client retention and service to sales

chapter |2 pages

Action checklist

chapter 7|21 pages

You and your clients

The solicitor/client relationship

chapter |9 pages

The client manager’s test

chapter |10 pages

Problem meetings

chapter 8|16 pages

Staff and client management

A people business

chapter |7 pages

Staff involvement

chapter |1 pages

Action checklist

chapter 9|15 pages

Marketing and client management

What is marketing?

chapter |5 pages

Market research

chapter |6 pages

Don’t try to be better – be different!

chapter |11 pages

The external survey

chapter |1 pages

The marketing manager

chapter 9|2 pages

Marketing and client management

chapter 10|1 pages

The client manager’s toolkit

chapter |4 pages

‘The profit’s in the system’

chapter |9 pages

Client information pack

chapter |2 pages

Appointment cards

chapter |8 pages

Group partner’s monthly client management report

chapter 11|2 pages

The client agreement

‘What does the contract say?’

chapter |9 pages

The bare necessities

chapter |3 pages

The legal process, the case plan and the client agreement

chapter |4 pages

The care plan

chapter 12|4 pages

Client transfers

chapter |4 pages

Progress reports

chapter 13|6 pages

Costs and the client

Competitive pricing

chapter |1 pages

The list price quote

chapter |1 pages

Hourly rates

chapter |14 pages

Value billing

chapter 14|3 pages

Client satisfaction

chapter |4 pages

Client satisfaction and bill delivered

chapter |7 pages

The measurement of client satisfaction

chapter 15|21 pages

Complaints

Complaints and opportunities

chapter |1 pages

The National Consumer Council

chapter |2 pages

How to reduce complaints

chapter 16|18 pages

Responding to clients

You get what you set

chapter 17|18 pages

The benefits of client management