Why Your Law Firm Should Care about Customer Experience

Attorney customer service tips

Your clients are hiring your firm because they know you do great work, right? But that’s not the only reason a client chooses your practice over another. Matt Spiegel, VP and GM of MyCase, recently summed it up nicely on Lawyerist: “While winning cases will indeed help build a positive reputation, providing stellar customer service is just as important in building a successful practice.” Here are three reasons you may want to take a second look at how your firm handles customer experience:

Stand out from the competition.

There is no shortage of attorneys these days. Which firm a new client goes with may come down to who answers the phone first (and how friendly that person is). Many new clients will make a list of several attorneys, call each one, and retain the first firm where they reach a live, helpful person.

Soothe client stress.

When someone calls an attorney, it’s not usually for happy reasons: They’ve been arrested. Their spouse is leaving them. After weeks of hounding collection calls, they’ve decided to declare bankruptcy. Anyone would be stressed out! The way your office treats them can make them feel like there’s a light at the end of a tunnel.

Earn trust (and get more done).

Clients’ confidence and your productivity may not seem related, but there’s a correlation. If you’ve been responsive to their questions and calls in your communication, your clients will feel more relaxed. And when they trust that you’ll reach out to them when you have more information, they won’t feel the need to call you as often — leaving you more time to focus on what you do best.

Your clients will forever remember the experience of communicating with you, and if they felt cared for, heard, and that their concerns were important, your practice will grow in leaps and bounds.

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