1. www.burnslev.com RETURN TO MAIN Improving Client Relations Henry Chace CIO, Burns & Levinson LLP ILTA, 2007

2. RETURN TO MAIN Why? Smaller firms typically have smaller clients Often a close personal relationship between attorney and client Enhancing the client relationship is important for maintaining and improving business for your firm

3. RETURN TO MAIN Technology is Key Technology is key to the client relationship Reliance on e-mail, case management, attorney availability (Blackberry, other PDAs), etc. You are a business professional and your expertise and willingness to add value to the client relationship is important

4. RETURN TO MAIN How To Begin Make your willingness to be a resource known to the senior management of the firm. Meet with department heads and offer to come to practice area meetings to introduce your willingness to offer assistance. Add value. Spread the word! You are a resource.

5. RETURN TO MAIN You are an Information Resource If you dont know an answer or a solution be THE person who can find out. Dont be afraid to not know the answers or to make a mistake ILTA power – the listservs are a great place for information There are no stupid questions!!!

6. RETURN TO MAIN You are Resource not Consultant Advisor – not the doer but the person who finds answers and resources Find the consultant, find the resource and share the information Coordinate, network, bring talent and resources together

7. RETURN TO MAIN Examples Client from another city wants Videoconferencing in Boston – asks partner if we have it – partner refers client to me. We dont have it but I offer to find site, coordinate meeting and take care of all arrangements. Client very happy!

8. RETURN TO MAIN More Examples Client needs to produce information from an accounting database for his business in a discovery. Very small business – not many resources. Our attorney asks me for help – I research and find inexpensive way to export data needed. Client happy!

9. RETURN TO MAIN Last Example Client looking for computer support – running a very old network in a small business office outside of Boston. I find local integrator, perform introductions, follow up on the work and make sure client is satisfied with the result. Happy Client!