Upcoming Events

Client Feedback: What you don’t know can hurt you!
02-27-2018
Blank Rome LLP, One Logan Square, 130 North 18th Street, Philadelphia, PA 19103-6998
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Client Feedback: What you don’t know can hurt you!

Date of event: 2-27-2018
Time of event: 12:00 noon
Location of event: Blank Rome LLP, One Logan Square, 130 North 18th Street, Philadelphia, PA 19103-6998

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If you have signed up but are now UNABLE to attend, please cancel your registration.  We may need to create a waiting list.  Thank you.

 

What you don’t know can hurt you!

On February 27, you’ll have a unique opportunity to see how effective client feedback programs really work and the outrageous benefits you can bring to your law firm.  Our very own Stacy Clark will join Melissa Margulies, Ballard Spahr's Client Service and Professional Development Counsel, on how she executes on her feedback interviews; and Cole Silver, Chief Client Officer of Blank Rome, brings his 25+ years as a General Counsel to discuss how clients view these important client conversations.

Is your law firm engaging with your clients in a way that benefits both clients and the law firm?  Are you using proper techniques to obtain a deeper understanding of the client’s business, their concerns and what they think of your delivery model?  Are you effectively ascertaining the level of client satisfaction and/or areas where your firm can improve in service delivery before you lose the client?  Is your firm really listening to the client and responding proactively to their concerns and issues?

Client Feedback’s Economic Benefits

The ROI for law firms conducting formal client feedback is staggering: when firms conduct formal client feedback across a broad swath of their clients, relationships with the firm’s largest clients are 4x–6x larger than firms not taking the time to reach out and objectively listen to their clients.  Research shows client investment in your relationship with a feedback program translates into:

     • 30% higher profits
     • 7% rate premiums across all staffing levels
     • 2x the fees from a single client
     • 35% higher client retention

This means more business at higher rates, much higher client retention AND superior client relationships.

Our Speakers:

Melissa Margulies

Melissa Margulies serves as Ballard Spahr's Client Service and Professional Development Counsel. In this role, Melissa seeks feedback from clients regarding the firm's service and how the firm can continue to provide the highest-quality representation to its clients.  Also, she seeks feedback from clients after significant matters conclude.  Melissa uses the feedback to guide the lawyers on exceptional client service, often including client satisfaction improvement.  Melissa developed the firm's Strategic Account Management ("SAM") program.  She oversees numerous SAM teams that have been formed around clients of the firm, with a focus on fostering, enhancing and expanding trusted relationships.  The teams work collaboratively, across disciplines, to understand the clients' businesses and what the firm can do to help clients achieve their goals.   In addition, Melissa has overall responsibility for the strategic vision, management and execution of the firm's associate professional development initiatives.  She also counsels lawyers individually, providing guidance on career development and advancement.

 

Cole Silver

Cole Silver serves as the Chief Client Officer for Blank Rome. In this role, Cole provides consultative client relationship support to the Firm and its clients, helping to identify and implement strategies and tactics to improve client satisfaction, expand into new areas of service, and ensure an outstanding client experience.  With over 25 years of experience as a General Counsel to several high growth companies, Cole brings an insider’s view of clients’ key legal concerns and what they want and expect from their outside counsel. He has authored books and trained numerous professionals in the areas of client development and service. This experience, coupled with his unmatched passion for client service, will continue the long-standing tradition of delivering an outstanding client experience at Blank Rome.

 

Stacy West Clark

Stacy West Clark, Esq. started her consulting firm over 25 years ago at the request of law firm clients. Prior to that, Stacy served as the first Director of Client Relations for Morgan, Lewis & Bockius, then the country’s fourth largest law firm (1986-1992). The firm created the position based on a proposal she submitted to the its Management Committee.

During her tenure, Stacy established a myriad of marketing and public relations programs benefitting the firm as a whole and its then, eleven offices around the world. Prior to 1986, Stacy was an associate in the firm where she practiced environmental and health care regulatory law.

Stacy is a Fellow of the College of Law Practice Management. She is also one of the founders of the Delaware Valley Law Firm Marketing Group (DVLFMG)--a 400+ person group of local lawyers, in-house marketers, firm and administrators and others interested in top tier marketing education. She is a past Vice-Chair of the Marketing Administrators Committee of the American Bar Association’s Law Practice Management Section. For the last three years, she has been voted tops in the Legal Intelligencer's "Best Of" poll where readers recognized her as top in Sales Training and Coaching and Public Relations and Marketing. Stacy is a member of the ABA’s Law Practice Management Section, the national Law Marketing Association, the DVLFMG and the Chester County Bar Association. She is a regular contributor of articles on law firm marketing subjects to the Legal Intelligencer.

A graduate of Cornell University, Stacy received her law degree from Washington University in St. Louis, where she was a member of the Washington University Law Quarterly.

 



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