Leading Client Service Delivery Teams

Develop a Personal Action Plan to Optimize the Value of Your Team’s Pricing, Legal Project Management, Process Improvement, and Knowledge Management Services


  • 19 September, 2019
  • 08:45 - 17:00
  • 525 West Monroe Street, Chicago, IL, 60661, United States ()

Additional taxes may be applicable


Networking Breakfast & Registration


Setting Goals, Defining Success, and Identifying Value Drivers
You’ll complete a survey about your objectives and challenges prior to attending. This session starts with a discussion of common issues, needs, and desired outcomes arising from that survey. You’ll also define your personal goal for the day. 

To effectively market your services within the firm, you need a clear understanding of who your users and other stakeholders are and what they value. In this morning session, we’ll introduce tools to help you map stakeholders, set metrics to measure success, and identify the value drivers you can leverage to improve overall uptake of your services across the firm. 

Morning Coffee Break

Action Plan Strategy #1: Aligning Your Offering to Your Stakeholders
We’ll look at how you motivate your users to take advantage of your services. Then you’ll do a quick self-assessment of your current approach against the success metrics you set in the first session. Armed with this data, you’ll refine, reframe and realign your service offering. 

Networking Lunch
Take advantage of the time to speak to the guest facilitators about their experiences, book your first free coaching session, and become better acquainted with your colleagues.

Action Plan Strategy #2: Using Beliefs to Drive Adoption
Understanding—and then changing—beliefs is the key to overcoming underlying reluctance to adopt new tools. You’ll develop a set of strategies to identify and then change the beliefs of your users through the Learn/Apply/Reflect approach.

Action Plan Strategy #3: Creating a Great Experience in your Offering
Part of overcoming attorney reluctance to adopt new tools and use your services lies in making it as easy, painless, and pleasant as possible. In this session, you’ll develop a plan for creating an outstanding experience for users of your services. 

Afternoon Coffee Break

Action Plan Strategy #4: Winning Support for the Business Case
You want your services to become “must haves” for your users. You’ll learn strategies that will make your services a necessity, and methods to help you measure and socialize your results. 

Action Plan Strategy #5: Capitalizing on Your Own Beliefs and Behaviors
This session focuses on you: who you are, where your strengths lie, and what you can do to make yourself an even stronger leader. We’ll examine the challenges associated with making the shift from doing the work to leading others in client service teams. Finally, you’ll outline your personal strategy for growth and change. 

Closing and Take-Aways: What’s the One Thing You’re Going to Do?
The day will end with a group discussion among participants, facilitators, and special guests. Prepare your personalized action plan outlining the actions you’re going to take to implement your client service delivery strategy. Leave with fresh insights, new tools, and a network of peers to help you drive the change you want to see in your firm. 

Full Description

Are you eager to accelerate profitability and client retention? 

Are you frustrated with the pace of change and the rate of adoption of your firm’s client service delivery initiatives? 

This workshop will provide you with the action plan you need.

Your Challenge: You lead a team that is innovating through legal project management, process improvement, knowledge management, and pricing strategies. Your attorneys need to achieve outstanding outcomes while delivering a superior client experience. Lawyers need an edge to attract and retain more clients. And you know their improved efficiency reduces stress and increases productivity and profitability. 

But lawyers resist your offering. Firm leadership can’t always see the return on their investment in you and your team. Existing professional development programs don’t meet your needs. 

If you’re looking for fresh ideas to overcome these challenges, join us for a unique workshop. 

In this one-day, intensive and multi-disciplinary program developed by recognized industry experts, you’ll develop a personal action plan to implement your client service delivery strategy:

  • learn to frame your pitch and enhance your tactics to build stronger buy-in and support from your attorneys and your firm’s leadership
  • gain insight on how to inspire your team to deliver even greater value to your diverse stakeholders
  • expand your network: learn from others in similar leadership and senior management roles, and from the practical experiences of our guest facilitators
  • leave with a personalized action plan that will help you address your unique professional challenges and make you a stronger leader
  • access up to 60 minutes of free coaching from Karen Dunn Skinner and Aileen Leventon to help keep your initiatives on track


Top industry speakers

Karen Dunn Skinner

Senior Attorney and Lean Practice Management Advisor - Karen is a senior attorney and Lean Six Sigma Black Belt with over 20 years of international experience in corporate-commercial, regulatory, and education law. She is a co-founder and principal at Gimbal - Lean Practice Management Advisors, specialists in Lean and continuous improvement in legal and business processes in law firms, in-house legal departments, and public sector institutions.

Karen offers clients a powerful combination of legal experience and process improvement skills. She teaches, speaks, and writes regularly on the application of Lean in the legal profession, and facilitates projects that improve the practice and the business of law.

Karen has a B.Sc. (Honours) from Queen's University at Kingston, Ontario, a  Bachelor of Common Law (LL.B.) and Bachelor of Civil Law (B.C.L.) from McGill University’s Faculty of Law, and certification as a Lean Six Sigma Black Belt and Lean Six Sigma Sensei from Villanova University. Karen was a member of the Quebec Bar for over 20 years.

Aileen Leventon

With more than 20 years of experience consulting to the legal profession. Aileen focuses on improving the value of legal services and driving outstanding economic results. She draws on her experience as a Partner at pwc, and as a practicing lawyer for 20 years, starting her career at an AMLaw 50 firm and serving as corporate counsel at an international financial services company.

Areas of expertise include managing change, legal project management, process improvement, data analytics, knowledge management, pricing, fee structures, sourcing, and measuring value. She has enabled lawyers to embrace these disciplines in substantive law practice areas such as: commercial, toxic tort and IP litigation; mergers and acquisitions; corporate governance; industry regulation; trusts and estates; real estate leasing and sales; and environmental and energy law; as well work that spans specialties such as due diligence, contracting,e-discovery, and compliance operations.

Aileen is a Fellow of both the International Institute of Legal Project Management and the College of Law Practice Management, organizations that seek to inspire excellence and innovation in law practice management. Aileen received her MBA from Columbia Business School and her JD from Cornell Law School (where she was managing editor of the Cornell Law Review). She graduated Phi Beta Kappa from Stony Brook University (NY).


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