Two days. One powerful transformation.
Lori Dent and Tzena Gauldin recently returned from the Crisp Experience in Atlanta, where they spent two full days immersed in the Productivity Optimization Bootcamp and Client Relationship Management (CRM) Bootcamp. What they brought back to HGD Law Firm isn't just inspiration — it’s a new playbook for building stronger connections, streamlining operations, and showing up for clients in a more intentional, consistent, and impactful way.
Human Psychology Meets Client Experience
One of the most eye-opening sessions came from Ann Pruitt, who walked law firm teams through the psychology of influence — and how small shifts in language, tone, and timing can deeply impact how clients feel heard, valued, and understood. Whether it’s during that very first intake call or a follow-up after case resolution, Lori left with a renewed sense of how her interactions as a Client Coordinator can directly shape trust and loyalty.
“When you understand how people make decisions, you build better connections.”
— Ann Pruitt, Crisp Experience Speaker
Mapping the Entire Client Journey
In the CRM Bootcamp, Crisp Program Manager Keshia Remington broke down every step of the client experience, from the initial call to final handoff. Tzena saw firsthand how structured, repeatable systems create a level of care that’s not just personal — it’s consistent across the board.
The message was clear: Consistency creates excellence.
At HGD, this reinforces our mission to provide white-glove service from start to finish — not just once in a while, but every time. With new strategies in place, we’re implementing a client journey map that highlights meaningful touchpoints, feedback loops, and internal workflows that ensure no one slips through the cracks.
Harnessing the Power of AI — Ethically and Strategically
Executive Coach Edgar Alverson’s Foundations of AI session was a standout. His focus wasn’t just on the tools — it was about using artificial intelligence responsibly and creatively. For firms like HGD, that means we can enhance our productivity and responsiveness without sacrificing the personalized, human touch we’re known for.
We’re already integrating some of these insights into how our team prioritizes tasks, responds to client inquiries, and supports our attorneys with data-backed decision-making.
The HGD Difference: Resilient, Committed, Client-Centered
Lori and Tzena returned not only energized but equipped with actionable steps that tie directly into our firm’s values — Client-Centered, Integrity Driven, Resilient, Committed, Leadership Oriented, and Excellence Focused (CIRCLE).
We’re more prepared than ever to deliver elite service at every level — not because it’s a trendy idea, but because it’s the standard our clients deserve.
