089: Practical Tips to Building a Client-Centric Culture with Daniel Struna
Transform your law firm’s client experience and watch your success soar!
On this episode of Great Practice, Great Life, we unpack the secrets to creating a client-centric law firm with expert insights from Steve’s good friend and top practice advisor, Daniel Struna. You’ll discover the importance of trust and cultural alignment within your team and how valuing your team members can lead to genuine care and empathy for clients. We also share practical tips and the three critical C’s—Communication, Clarity, and Consistency—essential for this transformation. Plus, we introduce a powerful, actionable question you can implement immediately to start making a tangible difference in your practice.
Shift your firm’s focus from the lawyers to the clients and see the remarkable impact it can have. We delve into understanding the client’s perspective and enhancing their journey from initial contact to resolution. Learn how improved processes can significantly impact client experience and retention. You’ll hear about engaging the entire team in continuous improvement and setting actionable goals that make clients feel like the heroes of their own stories. These strategies boost client satisfaction and provide a competitive edge in the marketplace.
Steve and Daniel also cover innovative communication strategies and the crucial role of direct client feedback. Turning constructive criticism into growth opportunities is a hallmark of a client-centric culture, and we highlight how to avoid common pitfalls. Listen as we discuss the relationship between client experience and pricing, showing how a premium, client-focused approach can lead to higher satisfaction and financial success. And don’t miss our special mention of attorney Kent Burke, who is leveraging AI to complement his client-focused approach.
This episode is packed with insights to help you transform your practice and achieve professional and personal fulfillment.
In this episode, you will hear:
- The importance of trust and cultural alignment within the team for genuine client care
- The three critical C’s—Communication, Clarity, and Consistency
- Understanding and enhancing the client’s journey from initial contact to resolution
- Engaging the entire team in continuous improvement and setting actionable goals
- Innovative communication strategies and the role of direct client feedback
- The relationship between client experience and pricing, showcasing a premium, client-focused approach for higher satisfaction and financial success
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple ‘+‘ in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
If there’s a topic you would like us to cover on an upcoming episode, please email us at steve.riley@atticusadvantage.com.
Supporting Resources:
- Daniel Struna: Practice Advisor & Attorney
- One-on-One Coaching
- The Path to a Great Practice & Great Life
- Grow Your Law Practice With AI
- Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
- Great Practice. Great Life.® by Atticus® – 062: Is Gratitude a Growth Strategy? with Daniel Struna
- Great Practice. Great Life. by Atticus – 078: Build a Better Law Firm Team: Save Time & Money with Steve’s Lessons: A Podcast Takeover with Daniel Struna
- Great Practice. Great Life. by Atticus – 087: How Personalized Coaching for Attorney Matthew Kaufman Worked in 12 Months featuring Matt and his coach, Daniel Struna
Steve Riley
Certified Practice Advisor & Attorney
Steve Riley has coached attorneys for more than 20 years. His one-on-one coaching focuses on a limited number of top producing attorneys committed to taking their practices to new levels of excellence, profit, and personal success. He also presents at group coaching workshops around the country for individual law firms, state bar associations, and other legal organizations.