As with any business, there’s great importance to keeping clients or customers happy. When you’re able to provide excellent customer service, your clients will then leave positive reviews about your law firm and will spread awareness via word of mouth. Unfortunately, one bad review or bad comment about your law firm could have a significant negative impact on your business.
That’s why it’s important to always understand how to improve client retention and build a legal relationship with each one of them that makes them feel heard rather than another number. How can you ensure you meet your clients’ expectations and continue to keep them happy?
In the guide below, you’ll find everything you need to know about keeping your legal clients happy. Continue reading to get started!
One of the most important client expectations to know about is how quickly they expect you to respond to them. This isn’t only true for law firms. Customers and clients of any type of business will expect to be responded to in a timely manner.
If you wait too long to respond, then the result may be an unhappy or lost client. You should have a few different methods of communication open to your clients. Here are a few to consider.
It’s important to have a social media account on at least one platform. Social media makes it much easier for clients to stay in touch with you. Social media also increases your reach to new potential clients as well.
Some platforms even reward businesses with badges for responding to customers quickly.
Your clients will most likely leave you several voice mails throughout their open case. If you nor you’re legal assistant isn’t able to answer their calls, then do make sure your voicemail box isn’t full and check it on a daily basis. Calling a client back within 24 hours will show them your level of customer service.
Don’t forget to check your emails as well. Sometimes, clients will send various documents or other information via email. All emails should be checked on a regular basis as well to ensure none go left unseen.
Communication is essential when working with clients. Not only will you need to respond to them in a timely manner, but you’ll also need to reach out to them yourself to provide them with important information or to ask questions. Here are a few topics of discussion to have with your client.
Your client hired you and understands from the beginning that there will be lawyer fees. However, it’s up to you to explain how they’ll be charged, what extra fees to expect, and to provide them with an estimate of the total cost. When you’re open and honest with them from the start, they’ll feel more comfortable about the entire process.
It’s also important to come up with a deadline. Your clients won’t give you a deadline, but they’ll have one in mind if you don’t give one to them. Sit down and go over all the case details with your client and draw out an estimated deadline to be finished.
Clients oftentimes want to be heard. Practice active listening to let your clients know you care. Listen to understand them, not to come up with a way to respond.
When your client is speaking, you’ll want to listen more than you speak yourself.
Having an open case is a stressful time, even when you do have a great lawyer by your side. Most clients will want to know what’s going on during every step of the process. As their lawyer, you’ll want to send them important court documents, notes, scheduling information, and other vital details about their case when necessary.
At times, communicating all of this information via email and phone calls can become excessive. The use of legal communication software can help you simplify things. With the right law firm management software, clients can access the law firm client portal, review the status of their case, and access all important information in real-time.
As a lawyer, your clients will expect you to know how to handle every situation that comes up during their case. However, you’re only human and there will be times when you don’t know all the answers. Rather than lying to a client, it’s better to be honest with them.
They’ll be more understanding if you take the time to find the answers for them rather than pretending to know. If you need to refer them to a lawyer who specializes in the client’s specific type of case, then do so. Most clients will catch on when a lawyer isn’t being honest and this can tarnish a reputation.
Your clients come to you under intense stress. They’re looking to you to help them resolve an issue with the best outcome possible. How can you ensure your clients are kept happy and satisfied with the legal services you provide?
Communication is key. We know it’s not easy to stay in contact with multiple clients on a daily basis. That’s why we’re here to help.
Sibrevis is attorney-client communication made simple. We give you the communication portal you and your clients need to streamline the process. To learn more about how Sibrevis can help you and how to get started today, click here.