BCBusiness

+ AlexAnder Holburn beAudin + lAng llP Created by BCBusiness in partnership with Alexander Holburn Beaudin + Lang LLP A nother article on client service may sound cliché but a strong corporate culture, focused on client service, can change it from a catchphrase to a revenue driver. Studies show that the most common way people nd a lawyer is from a referral. According to the 2017 Legal Trends Report consumers turn to friends/family 62% of the time and to other lawyers 31% of the time. Happy clients are more likely to refer their lawyers to friends and colleagues which has certainly been the case for one of Vancouver's leading law rms. Stewart Muglich, associate counsel at Alexander Holburn Beaudin + Lang LLP, explains how a focus on delivering a high level of client service, coupled with outstanding corporate culture, has helped his rm boost client referral and retention rates. How does Alexander Holburn Beaudin + Lang LLP approach client service? SM: We approach client service with the understanding that it only works if everyone is com- mitted. Knowing this, our rm developed a client service pro- gram that is spearheaded by a dedicated partner, our business development manager and our human resource manager. The foundation of our program is our six-point client service promise. It is located on our website and is displayed throughout our ofce as a constant reminder of the service we promise to deliver. To further acknowledge our commitment, a staff member who's gone above and beyond their regular duties to service the needs of a client is hon- oured with our Reach Award. This is a coveted award in our rm, with the winner receiving a gift and their photograph is proudly displayed on our walls. How do you articulate your ser- vice efforts? SM: Our client service promise includes six points we've identi- ed as critical in order to meet our client's satisfaction: 1. We provide the best possible legal advice. 2. We communicate in the manner and frequency our clients want. 3. We respond to client enquiries within one business day. 4. We provide transparent budgets for our services. 5. We keep clients fully apprised of developments on their le. 6. We establish achievable time- lines for dealing with client cases. How does this set Alexander Holburn Beaudin + Lang LLP apart? SM: Everyone can promise excel- lent client service, but fullling it is what sets us apart. At Alexan- der Holburn, there is a concerted effort, by everyone at the rm, to make sure we live up to our prom- ise every day. What is the most important ingredient to achieving good cli- ent service? SM: There are two important ingredients, buy-in and follow through. To get buy-in, you need to have an environment that is conducive to providing good client service. The people here, the staff and all of the lawyers I deal with are genuinely happy. They enjoy what they do, they like the people they work with, they are proud of their rm, and it shows. The clients on the receiving end experience a palpable benefit. Our managing partner is a big advocate for client service and creating an environ- ment in which people enjoy com- ing to work. Our workplace is not overly stratied; we respect peo- ple's ideas and have an open policy regarding how people interact with each other. We are a team that feels like a family, and that's the envi- ronment that has been purposely created here. Everyone on the team is important, whether they interact with clients or not. Their input is treated respectfully because we're all working toward the same goal. Everyone is committed to provid- ing the best service and outcome for our clients, and the result is that client satisfaction, and retention, is very high. A work environment that supports client service is a key factor in achieving good client care Successful client service commands considerable attention How a Positive Corporate Culture Can Impact Client Satisfaction

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