Your law firm’s clients are your livelihood. They’re the reason your law firm exists, right? For that reason, you need to do everything in your power to offer the best customer service of any law firms around so that you can keep them!
Set The Bar For Higher Expectations
Once you get a taste of the good life, there’s no going back. Stay at the Ritz Carlton for a week and it’s going to be hard to swallow staying at a Motel 6 ever again. You’ve seen what you can have and now you don’t want anything less. This is true of your clients and their experience with your law firm. If you offer them the best of the best, why would they ever go back to the skeezy lawyer their cousin’s best friend’s sister knows?
Spoil your clients to set the expectation high and keep them coming back for more!
Ways to Spoil Your Clients
The word “spoil” shouldn’t scare you off; you don’t need to be spending thousands on every client. Instead, focus on giving your clients an experience that they can’t get at other law firms to show them that they are valued at your firm.
For those who have started seeing clients in the office again, spruce up your waiting area. Create a space that feels welcoming, calming, and genuinely nice to be in when your clients may be feeling anxious or upset. We all know that visiting with your lawyer isn’t necessarily a fun thing to do, so stand apart by making it a little more comfortable. You can start with comfy seating. Then add some extras like flowers, prepackaged snacks, water bottles, hand sanitizer, and nice music. These are just a few options, but do whatever feels right to your law firm and your client base.
Remember the little things. Is your client’s birthday coming up? The anniversary of winning their case? Send them a card or small gift to let them know you are thinking about them. Trust us, they won’t forget it! Small acts of kindness like this go a long way for referrals and repeat business because you show that you really care.
Keep them updated. Your clients are anxious. You’ve been through this a million times and know every step of your proceedings like the back of your hand. Your client is likely going through this for the first time and may be unsure what to expect. Help ease their nerves by keeping them up to date on what’s happening in their case and what they can expect in the future. Pro tip: You don’t have to personally call them to do this. Have your receptionist give them a quick ring to keep them in the loop. Psssttt… Back Office Betties can do this for you too.
Send a thoughtful gift at the close of their case. Did they get the settlement they hoped for? Were you able to finalize their estate plan? Did the custody battle come to a close? Whether you won or lost, send your client a gift and just change up your message to congratulate or console them. Gifting sets you apart from the rest and keeps you top of mind, as well as making you likable. We all know by now that people do business with those they know and like.
Have The Best Law Firm Customer Service Around
The first step to great customer service is hiring a face for your law firm that is friendly and helpful. That’s right, we are talking about your receptionist! Spoil your clients with great customer service, starting with their very first communication with your firm and every call thereafter. If you’re not ready to staff a full-time receptionist, Back Office Betties offers up relentlessly friendly service with teams of skilled legal virtual receptionists.
Many law firms are bad at communicating with their clients. In fact, the number one bar complaint is poor communication. Step up your law firm’s customer service by ensuring that your communication is top-notch. This is a big step to setting yourself apart and ensuring that your client feels so spoiled that they won’t want to do business with anyone else!
Now, a friendly receptionist and communication don’t mean much if your client meets with you and you’re distracted or less than friendly. Be sure that when you are meeting with your client they feel that they have your full attention and that you are on their side. Smile when you’re talking (when appropriate, of course), be knowledgeable about their case, acknowledge their concerns, and apologize if/when you make a mistake. All of these things lead to your client knowing/liking/trusting you which leads to repeat business and referrals.