Lunch Meeting: Five Star Counsel - Client Service Lessons from Five-Star Hotels
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Five Star Counsel: Client Service Lessons from Five-Star Hotels
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Are you tired of confusing advice about customer service...telling your firm to do what Disney, Four Seasons or Zappos does?
Most professionals never get any formal service training on how to take care of clients. But after a first career working for the Four Seasons Hotels & Resorts, I learned a lot about customer service there that professionals are never taught, and will never learn, if they just work for other professionals.
This all-ethics presentation is based on my first career working for the Four Seasons Hotels, primarily as the Night Manager of the Austin property. This presentation is not about customer service basics, such as “return your emails timely” or “don’t ignore client requests.” It’s about the organization of a practice to efficiently address a client’s concerns so that it’s as easy as possible to work with an attorney. I include specific recommendations on how to improve service immediately, and outline how to improve service beyond the easy tweaks.
Speaker: John Strohmeyer
About John Strohmeyer:
John Strohmeyer is the proprietor of Strohmeyer Law PLLC in Houston where he guides individuals through the maze of estate planning, tax and probate law to help them leave no unfinished business.
John is board certified in both Tax Law and Estate Planning and Probate Law by the Texas Board of Legal Specialization.
John is a Fellow of the American College of Trust and Estate Counsel (“ACTEC”, the cool-kids club for estate planners).
John hosts the Five Star Counsel podcast, which attempts to answer the question "What would a law firm built by the founders of Disney, Four Seasons, Amazon, and Zappos look like?"
Based on my first career working for the Four Seasons Hotels, primarily as the Night Manager of the Austin property, I help lawyers get better at client service, which helps them satisfy their ethical duties to their clients and convey their competence to their clients.
After earning a BS in Zoology from the University of Texas at Austin, he spent four years working for the Four Seasons Hotel in Austin, primarily as the Night Manager, before heading to law school.
When he’s not practicing law, he spends his time with his wife Emily and their rescued mutts Griswold, Molly, and Billy; running marathons (44 as of July 1, 2022); and homebrewing beer.
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Menu: *Special meal requests cannot be guaranteed onsite. Please note any special dietary requirements or food allergies on the registration page.
► CRISP ICEBERG WEDGE: Gorgonzola, Hickory Smoked Bacon, Grape Tomatoes, Buttermilk Ranch
► PESTO GRILLED JUMBO SHRIMP: Sundried Tomato Cream
► Strawberries & Cream Cheesecake
Deadline to register or cancel is Wednesday, March 22 at noon. Guarantees to the venue necessitate this policy.
**MEMBERS: PLEASE LOGIN TO REGISTER.**
EPCCT has a contractual obligation with the UT Club that requires the organization to give a guaranteed number for meals 5 business days in advance of each event. We have had a considerable number of no-shows recently and as such, leading to wasted food and money. As a courtesy, if you need to cancel your RSVP, please contact EPCCT 5 business days prior to the event so that we can adjust our guaranteed number without penalty.
