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Customer service is everyone's priority; we're all in the business of serving internal
and external clients. At ILTA, we take that commitment very seriously, and you'll always find
a focus on premiership — we are driven to deliver the highest quality products and deepest
value for your membership. Good customer service, very much like good professionalism, is an
ongoing learning opportunity, and there's always room for improvement.
Our contributing authors have risen to the task in providing personal experiences and
track-proven methods for improving service to your firm or law department's personnel and
to the client! You have to love an article that proclaims "the end of ignorance" in leveraging
technology for better client service (and profitability!). Our myriad content touches on improving
skill sets, including the act of listening better; and innovation in legal project management to
create better service delivery. But wait . . . there's more! This issue is teeming with case studies
and best practices from those in the trenches, all extolling exceptional service to the client.
We hope you enjoy your reading experience with us today, and we look forward to serving
you again in the next issue. In the meantime, tell a friend about ILTA!
Randi Mayes
Executive Director
randi@iltanet.org
FROM THE DIRECTOR
PUBLICATIONS
Randi Mayes
Editor-In-Chief
randi@iltanet.org
Kristy Cole
Communications Specialist
kristy@iltanet.org
Kendall Lazorchak
Creative Design Specialist
kendall@iltanet.org
Julia Muchard
Graphic Designer
julia@iltanet.org
ADMINISTRATIVE
Randi Mayes
Executive Director
randi@iltanet.org
Cristin Gaffney
Accounting Administrator
cristin@iltanet.org
Grace Palma
Concierge - Member Services Administrator
grace@iltanet.org
IT AND ONLINE SERVICES
Clay Gibney
IT Director
clay@iltanet.org
Jeanne Martinez
Online Services Administrator
jeanne@iltanet.org
Philip Graybeal
Senior Systems Analyst
philip@iltanet.org
PROGRAMMING AND VENDOR RELATIONS
Peggy Wechsler
Program Director
peggy@iltanet.org
Deb Himsel
Program Manager - Core Education
deb@iltanet.org
TJ Johnson
Program Manager - Conferences
tj@iltanet.org
Gaynor Senyszyn
Conference Coordinator
gaynor@iltanet.org
Kristy Costello
Peer Group Coordinator
kristina@iltanet.org
Judy Couvillion
Regional Coordinator
judy@iltanet.org
Gail Persichilli
Programming Coordinator
gail@iltanet.org
Ken Hansen
Vendor Coordinator
ken@iltanet.org
Lisa Noll
Administrative Assistant
lisa@iltanet.org
ILTA STAFF
