Oct 20, 2022
Now that we've defined our firm's mission, vision, and values, we need to really hone in on exactly HOW we help our clients and how we measure it. How exactly do we move the needle for our clients and define success?
As customers grow more savvy, the legal industry is not immune - potential clients have problems, and they want to know that this expensive work is going to solve them. It's not enough to assure a client that you do mysterious shadowy work for them, bill them for it, and that they'll be better off in the end. You need to spell out where they are, the problems you're going to solve, and what success looks like.
I'll discuss how expert status and the idea of Value Over Replacement Professional (VoRP) plays into this, and ways you can turn a potentially unknown and vague conclusion into a clear path of value for your client.
I know you probably can't guarantee a particular outcome for your client as an attorney, but you CAN spell out what your client's journey from problem to potential solution looks like. You can even guarantee your work, even if you can guarantee a legal outcome.
Closing Exercise: Define your needle and your guarantee.
1. What problems do your clients come to you to solve? Where do your clients get stuck in the process? And how can you help them get past those problems more easily?
2. How will people know if you've succeeded? Have you defined "success"?
3. We've created the Estate Score so people know what we've accomplished. What kind of qualitative/quantitative, concrete value increase can you demonstrate to your client?
4. Even if you can't guarantee an outcome, can you guarantee your work? Your service? Your client's satisfaction?
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