In this episode of the Goodlawyer Show, Matt Scrivens sits down with Goodlawyer's Director of Client Experience, Taylor Smith to discuss the historic lack of customer service in the legal industry, and what Goodlawyer is doing to change it.
As you will hear, Taylor is not a lawyer by trade. Rather he cut his teeth in the hospitality industry, and has brought many of these sorely lacking best practices to the legal profession.
Taylors task at Goodlawyer is simple - make sure clients have a great experience. This means everything from setting clients up with the right lawyer the first time, facilitating communications between clients and their lawyer, and ensuring they get a quality piece of work returned on time and on budget.
You can think of Taylor, and our other members of our Legal Concierge team, as mini-project managers making sure your legal experience is as smooth and as productive as possible.
On the show we discuss:
Why customer service is lacking in the legal profession;
Best practices for improving client relationships;
The "First Drink" principle that Taylor has been implementing at Goodlawyer; and
Questions he asks potential hires entering a client focused role.
While the conversation focuses on the legal profession, the principles can be applied pretty much anywhere, so no matter what industry you find yourself in, we hope this insightful conversation proves useful to you.
https://meetings.hubspot.com/goodlawyerlegalconcierge15min/legal-concierge (Legal Concierge Booking Link)
https://joincolossus.com/episodes/21049021/meyer-the-power-of-hospitality?tab=mentionedcontent
#38 [Future of Law] - The Missing Art of Hospitality and a Legal Industry in Transition: a conversation with Taylor Smith, Director of Client Experience at Goodlawyer