Client Care Program FAQs
Why can’t I create my own client care program?
Many well-meaning attorneys have tried to do just that, but they learn what we learned: it is not easy to do. We have devoted more than two decades to creating and refining the processes and systems so that you can put a client care program into place, minus the years of trial and error.
What should my client care program include?
We believe that every program should be customized to fit a firm’s culture, values, beliefs and resources. There is no one-size-fits-all, but we have identified seven service areas that we believe every firm should address. Academy member firms will determine what services they will offer in each area. By the end of the Client Care Foundations Workshop, you will have created your firm’s customized client care program.
How long will it take for me to see the impact on my practice and revenue?
Your success will depend on you and your team putting what we teach you into action. If you follow the processes we’ve taught you and you put in the effort, we are confident that within two to three months, you’ll start to see a change in your practice. Some attorneys have experienced a change within the first few days of returning from the Foundations Workshop, but every practice is different.
The one thing we are sure of – you will see a change in how you practice law, how you relate to your clients and how your team feels when they come to work. We’ve seen it happen, time and time again.
Will you help me get my team on board? They don’t always like change. Our experience is that the team members are more enthusiastic about embracing a client care program, often more so than the attorneys. They are the ones nodding their heads in agreement when we discuss the difference between attorneys serving as scriveners versus attorneys looking out for the family by making sure that they have their assets aligned with their estate plan. You’ll be pleasantly surprised at how receptive your perceived “change-resistant” team is to a client care program.
Will clients see the value of the program and pay me every year?
We have over 500 families enrolled in our firm’s client care program and, since the inception of the program, over 90% of those clients renew each year. When we describe our program, clients typically state, “Why would anyone ever hire an estate planner without a client care program?” We have spoken to thousands of individuals and professionals about client care programs and the only ones who question its value or whether clients will pay for a client care program are the attorneys! The bottom line is, when communicated well, almost everyone sees the value.
Should I go back to my existing clients to offer the program?
Absolutely! We developed a process for converting existing and former clients to your new client care program. Our system is designed to build on each success. Academy members generate significant income immediately by following our systems and using the scripts we have designed and refined over the past twenty years. The more former clients you have in your archives, the more potential revenue you will generate — as long as you follow the systems and the scripts for new and former clients designed by the Academy.
Do I need to have annual meetings and update documents every year?
That depends on what you decide to include in your client care program. You will customize your client care program to fit your firm and decide what services to provide. Some firms offer annual or regular meetings and others do not. Some update documents and others do not. Some firms continue to align assets and others do not.
We do not have annual meetings with our clients, nor do we update documents annually. We choose to allow our clients to schedule meetings when they feel it’s needed, as long as the requests are reasonable. In doing so, we only update documents as needed. We do, however, offer an annual asset alignment review.
When you attend the Academy, you and your team will participate in an intensive exercise to determine what services your firm will provide. It will become clear what fits your firm and your clients. Are you ready to take your practice to extraordinary?™ Schedule a conversation with us today!