Businesses are often recognized locally based on their products or services. However, one very important factor which can determine the future of your business is the level of client service for law you offer.
Customer service can be understood as the experience that a business gives its clients. Customer service goes way beyond a product or service that a business offers.
No matter what type of business you have, your clients and customers are at the heart of it. Hence, it is no surprise that for any business to be successful, certain customer service strategies need to be implemented that guarantee client satisfaction.
This is no different for law firms. With the high number of clients that law firms deal with on a daily basis, it is very important for every law firm to adopt certain practices which ensure that clients are always satisfied.
The aim of this article is to detail a few important customer service strategies for law firms. Because law firms often deal with complicated personal issues such as property disputes, child custody conflicts, or criminal law matters, it is very important for clients to feel comfortable when they approach any law firm.
Essentially, the client and customer service that your firm offers can influence both your financial success and your reputation in the community. In other words, having excellent customer service could be the law firm’s competitive advantage. The sections below highlight certain important strategies which need to be incorporated to ensure a high level of client or customer service.
#1 Communication and responsiveness
When clients are dealing with a complicated legal matter, it is the duty of the law firm to keep them informed about any new updates. Communicating with the client regularly is needed so that the client stays aware of any progress in their matter.
When lawyers don’t get in touch with their clients, the clients will be left in the dark. This can be very stressful for them as they are already anxious about their case. When they approach lawyers, they are trusting the professionals to handle their matters carefully. By not updating the clients regularly, the lawyers are being negligent and not upholding their key responsibilities.
An important step while communicating with your clients is clearly outlining the processes for them. Because clients don’t understand how legal procedures work, it is the duty of a lawyer to provide them with a roadmap that can help them understand their case better.
#2 Using technology
As our society becomes more modernized, law firms need to use modern approaches in dealing with legal matters. In many instances, using technology wisely and efficiently can help resolve matters more quickly.
In many cases, the use of technology also makes it more convenient for your clients. For example, allowing online payments and making the process more streamlined will help your client. Additionally, using file management software is very efficient when you want to look up details of another case. It also helps you to stay organized with all important documents and information about your clients.
#3 Flexible pricing models
Having flexible pricing structures can attract more clients and make the experience of existing clients less stressful. For example, having options like subscription-based fees, service-based fees, and fixed-fee structures can provide clients with more opportunities to gauge what works best for them.
While billable hours have been the traditional approach, many might find this to be too expensive and choose not to go ahead with it. But an important aspect of valuing clients is to understand their financial struggles and to offer alternative pricing models to them.
#4 Simplify information about services you offer
It is important for clients to know the range of services that are offered. By having an active website and providing simple information on your website on the types of services you offer, you can boost your chances of being recognized by clients.
Secondly, clients often feel more at ease when they have all information about services at their disposal. Importantly, it is also necessary to give information about prices of the services you offer as this can help clients make a decision faster.
#5 Feedback and review from clients
It is important for law firms to receive feedback about clients’ experience with the services and solicitors of the law firm. There is always going to be room for improvement in any business. By taking feedback and reviews from clients, law firms can make necessary updates and/or changes to improve the experience of future clients.
Conclusion
While this article summarises important strategies to improve the customer service of your firm, this is not an exhaustive list as there are many other things that can be done. This can also include working on basic things like relationship management which will include working on your personal values and working on being more professional.
Lawyers are dedicated to improving our community and making a positive difference in our society. It is therefore imperative for them to have good relations with their clients and to provide them with the best possible customer service experience.
Author bio:
John Bui is the Principal Solicitor of JB Solicitors – a law firm based in Sydney, Australia. He has over 10 years of experience in family law and commercial litigation. John is also a Nationally Accredited family law Mediator and Arbitrator.
