creating a service culture
DESCRIPTION
President/CEO Carter Mario of Carter Mario Injury Lawyers gave "Creating a Service Culture" presentation at the CJ Advertising conference in September 2013.TRANSCRIPT
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Creating a Service Culture
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In The Beginning…
HALF-ASSED
= No Service CultureCreating A
Service Culture
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Prior Service Practices…
•Personal Nuggets•Relax Postcards•Birthday Cards•Bi-Weekly Calls
Creating AService Culture
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Then, in 2007, we met John…
Creating AService Culture
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How Do We Do It?
Creating A Service Culture
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CMIL Service Vision
“To be the Best Part of our Client’s Day”
Creating AService Culture
Cultural Buy-In
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Three Supporting Pillars of our Service Vision
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Every business has the first pillar - Expertise
*Service/Product*Technology*Operational
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ExpertiseService / Product
Creating AService Culture
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ExpertiseTechnology
Sign-Up Clients
using iPads
Get Carter App2,000+
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Online access to client files...40%
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ExpertiseOperational
Creating AService Culture
ShoreTel CommunicatorOffice Dashboards
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ExpertiseOperational
Creating AService Culture
Client Service Opps Manual
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Many businesses have the first two pillars
* RelationshipConnection
* Functional
* Atmospheric
* Personalize
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Client Experience
Total Staff Involvement = Total Staff Buy-In
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The Client ServiceExperience Cycle
•Stage 1: Initial Client Call•Stage 2: Meet and Greet•Stage 3: Case Manager / Attorney Initial Client Meeting•Stage 4: File Opening•Stage 5: Case Management / Client Contact•Stage 6: Demand Preparation / Negotiation / Claim Resolution•Stage 7: Settlement Check Disbursement•Stage 8: Follow-Up / Continued Contact Creating A
Service Culture
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Identify Service Defects & Create Service Solutions
Service DefectStage 7: Settlement Disbursement Check•Client does not have bank account, or our bank is inconvenient for them.•Client does not have proper identification to cash their check
Service Solution•We set client up with a free checking account online from our office at our bank.
Creating A Service Culture
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Non-Negotiables(Cultural Buy-in)
1. The telephone is not to ring more than twice without being answered.2. Client calls are to be returned the same business day or lunch is on me.3. The front office is not to be left unattended for periods lasting longer than 30 seconds.4. Clients signed up remotely must be contacted by an Attorney & Case Manager for an introduction the same day.5. Clients are to be contacted every two weeks throughout the life of their case.6. Any client or potential client arriving at the office is to be offered a beverage.7. In cases of inclement weather, a client is to be walked to their vehicle with a CMIL umbrella. Creating A
Service Culture
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Client ExperienceFunctional
Our offices…1) Are conveniently located in large
cities and towns2) Are close to major highways3) Are close to bus lines4) Have convenient parking for our
clients5) Have flexible hours to meet client
needs
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Client ExperienceAtmospheric
Overall ambience
Creating AService Culture
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Client ExperienceAtmospheric
Clean versus Dirty
Calm versus Chaos
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Client ExperiencePersonalize
SECRET SERVICE FILES
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Client ExperiencePersonalize
Creating AService Culture
Morning Huddles
Secret Service Tab
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Client ExperiencePersonalize
Favorite Beverage
Favorite Restaurant
Drive-By
Questions from Nuggets
Creating AService Culture
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Few businesses have the third pillar,“Above & Beyond”
*Proactive / Opportunities
*Resource List
*Carter Cares
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Above & BeyondExceed
To go “Above & Beyond” is when we use the information we gather in the second pillar to
make our clients say
WOW!
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Above & BeyondProActive / Opportunity
What is our differentiator?
What is our‘Special Sauce’?
Creating AService Culture
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Above & BeyondProActive / Opportunity
The PeachSnapple Story
Creating AService Culture
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Above & Beyond
Free Taxi Rides
12/2011 – Present
600
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Above & BeyondResource List
Creating AService Culture
Are you looking for the opportunity?
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Resource List In ActionClient needed a motorized wheelchair after
her MVA, so she could move around.
Our Case Manager took it upon herself to find one.
She called Charlie’s Closet, an organization on our Resource List that accepts donations of used medical equipment. We purchased it for $1.00.
CMIL delivered to our client “the Cadillac of motorized wheelchairs” at no cost to her. Our client cried tears of joy.
Creating AService Culture
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It’s Sunny in Philadelphia
John DiJulius 2013 - 1st Quarter Ghost Call
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$1,000 Budget Per Office
Encouraging and supporting staff to make
a difference in their communities.
Petit Family Foundation WalkFolks on SpokesNational Night OutWarrior DashMarch for BabiesWalk for End Alzheimer’sMADD DashCenter for Women & Families
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Arrive Alive Scholarship
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Allowing staff six paid hours per quarter for volunteer work
Creating AService Culture
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W I F M?Enhanced Office Morale
Personal SatisfactionIndustry Innovator
Industry Leader
“To love what you do and feel it matters… How can anything be more fun?”
Creating AService Culture
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It Takes All Three Pillars
To Create A Service Culture
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“The way you do ANYTHING
Is the way you do EVERYTHING!”
Changing the Service Paradigm
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It’s no SECRETEven A Lawyer Can Do It!