| Document Type
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BL
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| Record Number
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1001536
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| Doc. No
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b755906
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| Main Entry
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Freeman, John H.
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| Title & Author
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An introduction to client management for solicitors : : a practitioner's guide to help solicitors satisfy their clients and improve their own profitability /\ by John H. Freeman.
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| Publication Statement
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London :: Cavendish,, 1997.
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| Page. NO
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1 online resource (xxii, 443 pages) :: illustrations, forms
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| ISBN
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1135353875
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: 1843143410
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: 1859410391
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: 6610166048
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: 9781135353872
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: 9781843143413
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: 9781859410394
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: 9786610166046
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| Notes
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Includes index.
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| Contents
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Chapter 1 Looking after your clients -- The three Cs -- chapter 2 The management revolution -- The challenge of change -- chapter The management of change -- chapter The need for action -- chapter The role of the group partner -- chapter The mission statement -- chapter 2 The management revolution -- chapter 3 The client revolution -- chapter Thinking about clients -- chapter Client focus -- chapter Plus ça change -- chapter 4 Quality and client management -- Understanding quality -- chapter Quality -- meeting client requirements -- chapter Quality and the client -- chapter The cost of quality -- chapter File management -- chapter 5 Understanding your clients -- Client perception -- chapter The survey of solicitors' clients -- chapter Tom Peters' onions -- chapter What clients like -- chapter What clients don't like -- chapter What you (think that you) look like to your clients -- chapter Client service perception survey -- chapter 6 Service is our business -- Service defined -- chapter Client-driven product design -- chapter Client retention and service to sales -- chapter Action checklist -- chapter 7 You and your clients -- The solicitor/client relationship -- chapter The client manager's test -- chapter Problem meetings -- chapter 8 Staff and client management -- A people business -- chapter Staff involvement -- chapter Action checklist -- chapter 9 Marketing and client management -- What is marketing? -- chapter Market research -- chapter Don't try to be better -- be different! -- chapter The external survey -- chapter The marketing manager -- chapter 9 Marketing and client management -- chapter 10 The client manager's toolkit -- chapter 'The profit's in the system' -- chapter Client information pack -- chapter Appointment cards -- chapter Group partner's monthly client management report -- chapter 11 The client agreement -- 'What does the contract say?' -- chapter The bare necessities -- chapter The legal process, the case plan and the client agreement -- chapter The care plan -- chapter 12 Client transfers -- chapter Progress reports -- chapter 13 Costs and the client -- Competitive pricing -- chapter The list price quote -- chapter Hourly rates -- chapter Value billing -- chapter 14 Client satisfaction -- chapter Client satisfaction and bill delivered -- chapter The measurement of client satisfaction -- chapter 15 Complaints -- Complaints and opportunities -- chapter The National Consumer Council -- chapter How to reduce complaints -- chapter 16 Responding to clients -- You get what you set -- chapter 17 The benefits of client management.
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| Subject
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Attorney and client-- Great Britain.
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Law offices-- Great Britain.
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Legal ethics-- Great Britain.
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Attorney and client.
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Law offices.
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LAW-- Administrative Law Regulatory Practice.
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Legal ethics.
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| Subject
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Great Britain.
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| Dewey Classification
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347.410504
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| LC Classification
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KD485.F74 1997eb
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