Alternative Takeaways with Peter Taylor, Managing Partner at Paris Smith
Here are three takeaways from Peter Taylor, Managing Partner at Paris Smith as he talked about meeting changing client needs post-Covid at our recent Legal Management Hangout where our speakers discussed how legal teams can best serve internal clients in the current and post-Covid remote/digital environment.
Build a positive mindset
“When a storm hits, you can either cower in a cave until it passes or go out and build a windmill. We very much believe in the latter approach. Find out what clients are worrying about and think how you can learn from that and how you can best support them. Sharing the learnings you get from clients and understanding what their needs are creates a real knowledge bank within yourself, and within the firm, that you can turn into insights to share with others and demonstrate thought-leadership and helpfulness.”
Peter explained how working with clients to find out what they want and how you can best support them helps set your business up for success during testing times.
Segment your clients according to circumstances
When it comes to your clients there is no ‘one size fits all’, Peter explained how at Paris Smith they divided their clients into different areas during the lockdown period an dhow they could assist each of these areas to the best of the firms ability.
“We divided our clients into three broad segments during lockdown: those that remained active, if not more so, during lockdown, like food retailers or PPE manufacturers. Those that were partially active, like non-essential retail. And those that were still hibernating, like sports clubs or events producers. They all have very different priorities, and you need to understand what those are in order to support them effectively in the short, medium and long terms.”
Remember the three R’s
“Make sure you’re relevant, you stay reliable and above all, you are responsive. People are fearful for their livelihoods. They want to hear that you are responding to their needs and responding quickly. They need to know they can rely on you. With all the noise that is out there, it is immensely reassuring for them to know you are listening, that you’re addressing their concerns, their ambitions, their challenges, and helping them to deal with the things that keep them awake at night.”
Finally Peter highlighted that it is your firms duty to reassure your clients and explained his three R’s – relevance, reliability and responsiveness. The combination of these three areas would help ensure your firm works with and supports your clients in the best possible way.
For full details of the Alternative Hangouts series please click here.