Improving the estate planning client experience starts with showing up, no matter the setting. In this episode, Jim Miskell shares how staying grounded in purpose, being genuinely present, and embracing human connection have transformed the way he practices law. Whether it’s in a conference room or on Zoom, Jim’s approach is clear: prioritize the client experience over perfection.
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Why Presence Matters in Estate Planning for Client Experience
Jim emphasizes that your presence is your most powerful tool. With over a decade in private practice, now specializing in wills, trusts, estate planning, and elder law, Jim ensures that every client receives personalized guidance. In a field that can be both complex and emotionally heavy, it’s not about having all the answers—it’s about being available, authentic, and adaptable.
How Technology Enhances Estate Planning
One major shift Jim embraced was integrating new tools to better communicate with clients. These tools didn’t just fill a temporary gap—they helped improve long-term processes. From virtual meetings to digital document signings, his firm continues to meet clients where they are, without sacrificing clarity or warmth.
Redefining Expectations in the Estate Planning Client Experience
Jim explains why knowing and clearly outlining your process is critical, especially when shifting to a new service model. Setting expectations from the start helps reduce client confusion and anxiety. His streamlined signing process is not only more efficient but also more comfortable for clients navigating important decisions about their future.
Evaluating and Evolving the Estate Planning Client Experience
Being adaptable doesn’t mean letting go of structure. Jim and his team regularly assess what’s working and what isn’t. This mindset of continuous improvement ensures they consistently deliver an exceptional estate planning client experience. As Jim puts it, showing up, flawed but intentional, builds deeper trust and stronger client relationships.
Explore our free resources at HiringAndEmpowering.com to discover more strategies for improving your law firm’s client experience. Learn more on our blogs and tune into one of our weekly podcasts for fresh insights on leadership, marketing, and law firm growth.
Authored by Molly Hall McGrath