The 2024 Game Changers Summit has become known as a large-scale celebration of the accomplishments of the nation’s top firm owners.
For the second consecutive year, Michael and Jessica Mogill took the stage throughout the two-day Summit to recognize the most committed Crisp Coach members for their incredible transformations and contributions this year.
This highly-anticipated set of distinctions has become known as the Crisp Game Changer Awards.
Winners of these carefully vetted, highly prestigious awards were determined based on specific results each firm generated, each leader’s commitment to their goals, and more.
While Firm of the Year Awards at each level (ELITE, PREMIER, SELECT, and CrispX) were reserved for Day 2, four firm owners were celebrated on Day 1 for Excellence in the following categories:
- Excellence in Visionary Leadership
- Excellence in Client Experience
- Excellence in Community Impact
- Excellence in Firm Culture
We are pleased to announce that Justin Reden and Mike Riddell of Reden | Riddell earned the Excellence in Client Experience Award!
Meet Justin Reden
Justin Reden knew he wanted to be a lawyer at the young age of eight.
“It was my calling and nothing was going to stop me from pursuing this career,” he says.
He also knew early on that he would go the entrepreneurial route, choosing who to surround himself with and what types of cases to pursue.
“I didn’t want to just bill my hours and work for someone else’s clients,” Justin explains. “I wanted to develop my own client relationships and build something meaningful.”
With the help of his partner Mike Riddell, as well as external support from Crisp, Justin’s firm has grown organically, yet strategically, always placing an emphasis on the people they help and how they can continue to serve them at a higher level.
“Our practice areas have grown based upon our clients’ needs,” he says. “We pride ourselves on being a full-service law firm that can pick up practice areas quickly to meet the needs of our clients as their own businesses continue to grow.”
Ultimately, no matter what area of the law Justin and Mike step up and step in to assist with, their mission remains steadfast: impact.
“I want to successfully change the lives of our clients and employees in a meaningful and positive way,” says Justin.
The efforts Reden | Riddell has extended to accomplish that goal have not only generated major success for the firm, but also earned them the prestigious Excellence in Client Experience Game Changer Award this year. Let’s take a look at how.
Client Experience at Reden | Riddell
Before tapping into the vast array of resources and support available to them through their Crisp Coach membership, Justin and Mike struggled to prioritize client experience initiatives, despite believing deeply in the importance of world-class service.
“Doing the actual legal work was so time consuming. It did not leave us any time to think about the client experience,” Justin explains. “We built a book of business based upon tangible results, but the ‘wow’ factor was definitely missing.”
After starting their journey with Crisp, Reden | Riddell hired a fractional operations leader to help them with all aspects of growth, including the development of a true client experience. This move opened the door for the firm to implement policies and procedures that ensure a streamlined client experience across the board.
From building out an automated file opening process, to customizing thoughtful welcome packages for new clients, to operationalizing the sending of birthday, celebratory, and appreciation gifts for existing clients — the client experience Justin and Mike’s clients receive now truly makes them feel seen, valued, and taken care of.
“Crisp has really shown us how important the client experience is to growing your business,” reflects Justin. “We want to make sure our clients feel compelled to not only come back to our firm for their own matters, but to refer our firm to their networks to expand our business.”
Reden | Riddell Now
Client experience is one of many areas of Justin and Mike’s firm experiencing the benefits of their Crisp Coach membership.
“Being a part of the Crisp community has helped me take both my personal and professional life to the next level,” shares Justin. “Having a Crisp Coach help me map out the path to success has helped me become the leader, partner, and attorney that I always knew I was capable of becoming. It helps me to recognize my potential and my strengths, but also my weaknesses and areas for growth, and that has been invaluable in taking the firm to the next level.”
Their involvement in Crisp Coach has also helped build the confidence needed to become a “next-level firm.” Justin acknowledges that trying to grow a small business will always have its challenges, but joining the Crisp community has really helped him and his firm prioritize and focus.
“We are taking the necessary steps to get real results from our involvement in Crisp,” he continues, “and this award confirms that we are doing it right.”
