The article discusses the insights from Claude Ducloux of Affinipay regarding the challenges and opportunities that remote and hybrid work models present for law firms. In his webinar, he emphasizes effective billing practices, including the significance of timing and the potential pitfalls like client surcharges for credit card payments that can lead to client dissatisfaction. Additionally, Ducloux sheds light on how miscommunications in the billing process can provoke strong negative reactions from clients, urging firms to adapt their strategies for a smoother experience.
When it comes to effective billing, timing is table stakes. Claude emphasizes the importance of seamless billing workflows to enhance client satisfaction.
The billing process can trigger the fight or flight reflex in your clients. Claude outlines how misunderstandings and delays can lead to client frustration.
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