The final session that I attended during the LMA Conference this year was “Creating a Culture of Client Service Excellence” with Leonardo Inghilleri, the EVP and Managing Partner of West Paces Consulting.

I was a few minutes late to the session, and the energy in the room felt a bit low, so I was initially concerned I may have chosen the wrong session. But I was quickly proven wrong as Leonardo provided us with fabulous insight and an interesting perspective that proved most valuable.

As his bio on the LMA Conference website states:

"Leonardo Inghilleri is a recognized business expert and author, and an opinion leader in the area of organizational effectiveness and strategies, client service excellence, and business innovation. As one of the key architects behind the Ritz-Carlton’s two Malcolm Baldrige National Quality Awards, he has first-hand experience in creating a culture of client service excellence. During this session, you will learn about proven techniques that will help your firm improve the quality of the relationships with your clients. Leonardo will share the concepts and practices that will help to create and maintain the kind of client service environment that can produce strong bottom line results.”


Continue Reading Creating a Culture of Client Service Excellence – an LMA 2012 Re-cap

As you know if you’ve been following my Twitter stream, or checking Zen in the last couple of months, last week, I attended the Legal Marketing Association’s Annual Conference in Orlando.

Tuesday morning, the conference business sessions officially kicked off with our keynote from Jeff Williford from the Disney Institute, who talked about Disney’s Approach to Business Excellence.  When he began by telling us that he’d be speaking for 90 minutes, I think the audience was worried, but the presentation was so engaging and informative that the time really flew.  And although his presentation was about how Disney creates a truly magical experience here, there were a lot of parallels for the legal industry – we’re also a service industry after all!  Any of the particularly important points that relate to law firms will be in bold throughout the post.

He told the audience that Disney employs more than 60,000 people from 65 countries, with 10% of those being interns, and warned us that his presentation on Disney’s approach to business excellence would be like drinking water from a firehose. But he did say that Walt Disney reminded everyone in 1955 that "it all started with a mouse."


Continue Reading Disney’s Approach to Business Excellence – An LMA Recap