Your clients are experiencing a lot of uncertainty in their lives, and you’re their guide through an incredibly difficult period. The more certainty and stability you offer your clients, the better their experience will be.
To provide exceptional service, think beyond just the results you’re getting for them. Focus on the experience they have leading up to, during, and after their cases are complete.
Let’s start with six ways you can show your clients they chose the right firm to handle their cases:
These are the building blocks of great client service, but we need to dig deeper to show clients how competent your firm really is.
You never want to be unsure about a case’s status, especially when a client calls for updates. Your first priority is reaching out to a client before they feel the need to contact you. If they do contact you, the last thing you want to tell them is that you “don’t know” or “need to check” on the status of their case.
Case information should be frequently updated and available to many of your team members. By keeping this information current and accessible, you’ll know that whenever someone at your firm speaks to a client, they’ll be able to tell them exactly what’s happening in their case.
This doesn’t mean feigning interest in your clients. They should feel that you genuinely care about them. You already care about how your services will improve your clients’ lives, and you shouldn’t consider your clients’ personal lives off-limits. Aside from clients that don’t want to discuss anything personal, most appreciate someone taking a real interest in their lives outside of their case.
In addition to making your clients happy, there’s an added benefit to really caring about them: the more three-dimensional you see your clients, the better work you’ll do for them.
If you want your firm to improve its services exponentially, you need feedback, and the responses you receive should prompt action. You should frequently be asking your clients for their feedback. When you receive criticism in reviews, don’t ask yourself if the criticism is true, but rather how that criticism is true and what you might do to address it.
Make it a practice to regularly ask your clients to leave reviews of your firm. Though online reviews are good for your visibility, they also give you invaluable insights into how clients experienced your firm. Use those insights to look for weak points in your service, so you can find key areas to improve upon.
It’s tempting for firms to look at their competitors for inspiration. After all, they’re vying for the same clients you are. However, remember that great ideas can be found in any industry.
Consider the experiences you have at some of your favorite businesses. Do you have a favorite restaurant or coffee shop that goes above and beyond to keep patrons happy? Does your dentist or eye doctor do small things that impress you?
Make notes whenever you have a loyalty-inspiring interaction with a business. Ask yourself if there’s any way you can replicate that experience at your firm.
When you’re thinking about customer service, don’t restrict yourself to the legal field. Look for advantages by incorporating ideas from all industries.
Automation is one of the most powerful yet underutilized benefits of business technology. You can use automated processes to perform several tasks, including:
Automating these tasks frees you up for other important work and offers your clients guidance throughout their experience with your firm.
The many tips above provide actionable advice that you can use to improve your customer service starting today. You might have a list of your own ideas that you’re eager to implement, too. Now that you know what you can do to improve your clients’ experiences at your firm, sit down with your team and map out a client experience plan.
Look at the entire process, from onboarding new clients to staying in touch with former ones. Identify what your firm should do to make your plan a reality, then begin implementing it immediately.
Start simple and build from there. As your team becomes more familiar with the system, you can adjust and refine it for optimal results.
The creators of backdocket noticed the same obstacles repeatedly facing small- to mid-size firms. Disorganization, miscommunication, and overly complicated software made their jobs harder.
These law firms needed a practical, flexible, intuitive practice management software to help with all aspects of their practice—and there simply wasn’t a tool that helped them meet their goals. Backdocket was designed to be that tool.
Law firms using backdocket are quick to tell us how much happier their clients are since the firms started using our software. Backdocket allows team members to always be moving cases forward. It reminds them when it’s time to reach out to a client. It centralizes information for easy access, so your team can more easily convey to clients all the work you’re doing for them.
We’d love to show you how backdocket works, so you can see the benefits for yourself. Contact our team today for a free demonstration.
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