Let’s face the facts: lawyers don’t necessarily need to practice fundamentals of exceptional customer service.
Much like the funeral business, people will always have a need for an attorney. Because of that necessity it seems as if law professionals could be successful without upholding any kind of customer service standards. If the people are always knocking — what’s the point?
The point is that any business that wants to continue being viable has to make an effort with its customers. Even those services that are highly needed – doctors, funeral homes, pharmacies – have to be on top of their game or run the risk of slowly losing customers.
Believe it or not, those needy customers are longing for more. According to Microsoft’s 2017 State of Global Customer Service Report, 54 percent of consumers have higher expectations for customer service now than they did just one year prior. In addition, 81% of companies view customer experience as a way to gain competitive advantage.
When your main business is the welfare of your clients, how can you ignore customer service altogether? The short answer – you can’t. Providing customer service that makes every single client feel like they are your best client isn’t that hard to achieve. With some simple actions and a bit of planning, you can create a service that exceeds your competitions’.
Here are some customer service fundamentals you need to know to become the most sought after lawyer in town.
Word of Mouth Is Your Bread and Butter
Sure, you can put a ton of money toward online and print ads, and you will likely see a return. But a lawyer’s real value comes from that beautiful and totally free word of mouth marketing. It is one, true way to get you the most qualified clients. However, no one will recommend you to their friends and family if they got shoddy service from you.
Next to winning their cases, making your clients happy should be your top priority. It shows that you value their business and the trust they have placed in you. Remember: they chose you. Make them feel it was worth it.
Listen and Personalize the Experience
We understand you’ve seen it all and heard it all; it can be frustrating to listen to the same sad stories over and over again. What the client doesn’t think about is all the clients you’ve had before. They see their problem as their own. It is your job to make your clients feel like they are the only ones in the world you are working with at the moment.
Take the time to make notes and really listen to their problems with an empathetic ear. That empathy will help you to create a more personalized experience and place you on a level playing field with your client. No client wants a puffed up, self-important lawyer. They want someone who is humble and helpful.
Communication Is Key
Whether it be email, social media or the phone, communication with your clients is everything. From setting meetings to sending out reminders for court dates to chatting about details, it is essential that you are available to your clients where they need you.
Social media is a great way to engage with your client base by providing free tips or even connecting through private messaging. Email is a go-to option for many people, so ensuring someone is managing your email messages is also important. Even more important than social media and email is an attorney’s phone calls.
Not only is the phone a means of communicating with current clients, but it tends to be the first impression potential clients will have of your business. Hiring a call center is an excellent option for law offices. Because there is no need to hire in-house receptionists, costs are dramatically reduced, yet you get all the same professionalism and functionality of one. An added bonus is that call centers tend to be open all day, every day. Even on holidays. Your receptionist can’t do that.
Law professionals can be successful beyond their imaginations if they incorporate some very basic customer service fundamentals. Creating an experience that’s word-of-mouth worthy takes some work on your part; listening, empathy and being accessible go a long way with clients. The more effort you put into it, the more return you’ll see.