© 2011 David Freeman Consulting Group LLC, All Rights Reserved

CultureShift™A Leadership Approach to Maximizing Client

Development

Presented by:David H. Freeman, J.D.

David Freeman Consulting Group, LLCLaguna Beach, CA 949.715.0819

www.davidfreemanconsulting.com

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Industry Overview: 3 P’s

Poach

Protect

Purchase

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Client-Focused CultureLeadership

PlanningBuild consensus

Align people, groups & systemsSkill-building

CommunicationAction plans

Accountability & implementationTracking & measuring

Timelines

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Culture KillersLow motivationSiloed practices

Dysfunctional groupsLack of trust

Inefficient teamsIneffective leaders

Poor communicationMisaligned compensation

Lack of skillsUnclear goals and measures

Inconsistent client serviceMinimal accountability

Inadequate follow-through

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Toolkit forShifting a Culture

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Consensus on vision and goalsStrategies/tactics/priorities

Determine rolesDevelop measures

Adjust compensationDevelop tracking and reporting

Senior Team Planning

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Prioritizing clients

Process and frequency

Acting on feedback

Client Surveys and Feedback

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Identify targetsTeam dynamicsTeam standards

Team rolesClient feedback

Exceptional serviceCross-servicingMarket visibility

Tracking and reporting

Client/Industry Teams

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“Client Development is a Contact Sport”

Planning/Training/Coaching

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High potential lawyersBest practicesSpecific tacticsCommitments

Associates committeeStaff committee

Rewards and consequences

Planning/Training/Coaching

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Cross-offices

Cross-practices

Leader meetings

Cross-Servicing

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InertiaInternal and external communication

TrustUnderstanding client needs

Understand our lawyer’s needsCapacity

CreditLack of comfort/skill

Lack of planningAccountability, follow-through, and tracking

Obstacles to Cross-Servicing

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Raise internal visibilityBuild internal relationships

GiveEducate

“Cheat sheet”Joint activities

Attend group meetingsSupport cross-group initiatives

Cross-offices

Accelerated Cross-Servicing

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Lateral planning

Selection and hiring

Systematic internal integration

Client development planning

Servicing skills

Lateral mentor

Lateral Integration

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Alternative Fees

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CultureAuthority

Input on compensationPlanning

Buy-in & motivation (Coaching)Cross-servicing

Problem-solvingTracking, reminders & reporting

Ongoing training

Leadership and Management

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Personal AccountabilityTimelines Tracking

MeasuringRemindersReporting

Implementation Task Force

Implementation

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Client feedback receivedContacts made with high priority targets

Internal cross-servicing meetingsReferrals given and received

New relationships built on both sidesCommunication tools – type and frequency

On-site meetingsPresentations

Practice areas usedTime invested in business development

Measures

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CalendaringBuddy system

MentoringAssistantMeasuresTracking

• Action steps• Deadlines

Reporting

Sustainability

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Internal

External

Rewards & Recognition

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Benefits Worksheet

Client feedback $_________Client/industry teams $_________Cross-selling $_________BD-focused leaders $_________Lateral integration $_________Sales and service skills $_________Accountability systems $_________Firm and group retreats $_________

Total $_________

© 2011 David Freeman Consulting Group LLC, All Rights Reserved

Top-Of-Mind