Call me a bad parent, but every so often I relent and let my child order a pizza from Dominos. To be clear, it isnât because Dominos offers the tastiest pizza in the neighborhood. Â (They donât.) Â And it isnât because they promise to deliver in under 30 minutes. (They donât.) The reason we order from Dominos is because my kid gets a kick out of the Dominos Tracker (registered trademark).
For those of you who havenât experienced this wonder of modern technology, let me explain. The tracker is an online display that lets the customer follow along as their pizza is moved through the critical stages of pizza making:
The tracker opens a small window into the operations of a vendor, allowing the customer to participate vicariously as their order is fulfilled. You see the pizza moving down the assembly line and you know the moment itâs placed in the hands of the person who will deliver it to your door. (Thatâs when you get your money ready.)
Now imagine what would happen if Dominos ran your law firm and set up a Dominos Matter Tracker? For each matter the client could check online to see at a glance the progress the firm had made to date and how much work remained to be done:
Several years ago I wrote twoÂ posts on law firm transparency and asked if your firm was ready to open its kimono a little so that your clients could understand better what you do in exchange for the fees you charge. One early example of this is Mallesons Connect:
On the subject of transparency, Mallesons in Australia has blazed a new trail with Mallesons Connect.Â As described by Gerard Neiditsch, this new extranet application gives clients real-time information regarding lawyer activity, progress against project goals, and fees incurred.Â Â It also provides information on billing history and outstanding invoices.Â In the process, Mallesons learned that this transparency can have unexpected benefits.Â Besides keeping everyone accountable, Mallesons discovered that once their law department clients saw the invoice information, they were able to expedite payments.
Now that nearly four years have elapsed since those posts, has your thinking on transparency changed? Are you better prepared for it? If not, what are you waiting for?
Dominos delivers. What about you?
In the interest of fuller disclosure, here are some posts that provide further details on the experiences some customers have had with the Dominos Tracker:
[Photo Credit: Matt Chan]