New Playbook Forthcoming
The Client Experience Playbook.
Designing the Journey from First Contact to Lifelong Advocate
The Client Experience Playbook is the next new title in The Practice Playbook Series, a complete framework for intentionally designing how it feels to be your client, from first inquiry through lifelong advocate.
Join the list and you'll be first to know when the book is ready, along with early previews of the frameworks, exercises, and Practice Toolkit resources as they develop.
The next book in the series, a complete framework for designing how it feels to be your client, from inquiry through closure.
What this Playbook is.
Clients remember how it felt to be in your care. The Client Experience Playbook is the deliberate design of that feeling, step by step.
Core concepts.
Map the journey
Every meaningful client interaction, named and designed.
Design the moments that matter
Where to invest, where to systematize, where to delight.
Operationalize care
Turn an intentional experience into repeatable practice habits.
Continue exploring the Practice Playbook Series.
Book 01
The Flat Fee Playbook
A Step-by-Step Guide for Professionals to Break Free from Billable Hour Burnout
OpenBook 02
The Thought Leadership Playbook
How to Get Known, Build Trust, and Grow a Profitable Practice
OpenBook 03
The Business Plan Playbook
How to Build a Business Plan that Works for Lawyers, Mediators, and Dispute Resolution Entrepreneurs
OpenTake this Playbook from reading to practice.
The Practice Accelerator is where readers turn the frameworks inside the Playbooks into monthly implementation with live guidance, practical resources, accountability, and community. Enrollment is always open.
$99/month. Cancel anytime. Join at any time and begin immediately.