Page 52 - Law Society of Hong Kong MPMC Manual v8 - With checklists (1 March 2018)

Practice Management Course | Unit 5
Business Planning

o Introduce other relevant practice members to managers to emphasise to
the client the depth of resources available from within the practice.
o Identify current strategic challenges for the client and indicate how this
might translate into a demand for legal services.
o Promote cross selling through other areas of the practice to enhance the
spread of legal services provided by the practice to the client.
• Key Activities:

Action By whom Date
Identify and arrange to meet new managers ABC End August
at their office.
Arrange lunch and presentation by practice. ABC and DEF End September
Include all managers at working breakfasts GHI End November
that are held monthly with fee-earners
across the practice and other clients.
Negotiate and deliver a specially tailored ABC, DEF and End February
training program for the board/managers GHI
on particular issues in the new industry
legislation.
Obtain invitation to the client’s strategic ABC End March
planning meeting and seek the opportunity
to make a brief presentation on strategic
issues.

Client retention and levels of satisfaction

51. Use action sheets to develop the plan that the practice will use to ensure the
maintenance of technical quality and of effective relationship management in areas
that include:

• Terms of engagement (scope of work, fee estimates, staffing and
timetable).
• Accessibility.
• Timeliness.
• Reporting.
• Troubleshooting.
• Billing.

For example:

Action By Time By Monitoring
whom estimate when Who/How
Improve accuracy of fee ABC 4.0 hours Dec Monitor new estimates
estimates for specific work type. against billings over 6
months.
Develop enhanced client LMN 8.0 hours Nov ABC to sign off.
satisfaction process. and Review results for 6
PRS months.
Develop and implement a quality All 10.0 hours Sep First audit held
audit process for the practice. October.
Review and refine
November.

Maximising profitability

© The Law Society of Hong Kong (2018) Page 48