I was a guest speaker at Lawaustralasia in 2023. My topic was how to create a frictionless law practice. The session included the concept of friction and the benefits of creating a frictionless customer experience. We demonstrated that friction is both internal and externally felt by the customer. I shared a framework I use to hunt and eliminate friction called the 4Qs. Video here https://youtu.be/bDspM0Miw00

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SUPPORTED BY THE GREAT ROOM
DESIGNING A
FRICTIONLESS
LAW PRACTICE
SUPPORTED BY LAWAUSTRALASIA
SCREENING GOLD COAST MARCH 2023

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SUPPORTER
TO OUR
BIG THANKS

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buy me
BUILDING A
LAW PRACTICE
USING REMOTE
WORKERS

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FRICTION + SALES
Paradoxically, organizations
that help customers reach their
goal first, are more likely to
reach their revenue targets.
When you eliminate friction,
you 🏆 improve customer
experience and sales.

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buy me
RUN FRICTIONLESS
NOW FOR ONLY US$995
Lots of examples to help you
become a 4Qs expert.
buy the book

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The 4Qs is ideal for managers
who want to reduce friction
and improve customer
experience.

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The benefit of the 4Qs rests in
how it organizes processes and
people into four quadrants,
such that everyone has a clear
picture of how their role and
processes touch a customer.
Q1 Q2
Q3 Q4

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Although all four quadrants are
distinct, each quadrant is
interdependent. A decision
made in one quadrant will
present decisions to be made in
one or more other quadrants.
Q1 Q2
Q3 Q4

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> WHO WE
SERVE
THE
4Qs
Q1
WHAT WE
SERVE
Q2
WHO WE
ARE
Q3
HOW WE
SERVE
Q4

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01 02
03 04

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Q1
Q1 Q2
Q3 Q4
Decide which quadrants to
build equity and create a
strategic advantage.
Hint: Insurance companies build
more equity in Q3 and Q4.
Q4
Q2
Q3

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>FRICTIONLESS
ON-BOARDING

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UNCOVER THE CUSTOMER GOAL
IN THE MIDDLE GAME
01
WHY JOIN
US?
02
WHAT DO
YOU WANT?
03
PREP
ON-BOARD
TEAM EARLY
SMOOTH
ON-BOARD
=
+
+

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ADDRESS THE SPEED
OF ON-BOARDING
01
MORE THAN
ONE TRACK
02
USE
MESSENGER
03
JOB
TICKETING
SMOOTH
ON-BOARD
=
+
+

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>PUT THE
4QS TO
WORK
IN YOUR
BUSINESS

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RUN FRICTIONLESS
NOW FOR ONLY US$995
Lots of examples to help you
become a 4Qs expert.
buy the book

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Create a snapshot of your 4Qs.
Play and fit 🕹 one quadrant
with another.
DOWNLOAD THE
TUNE-UP PLAYBOOK
download me

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I am personally available to help
you succeed 👌. When
you get stuck, you ping me
on Linkedin.

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>SOON
SEE YOU
LISTENING +
THANKS FOR

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