While many businesses might not think so, it’s extremely important to have good customer service, no matter what type of organization you own. Many law firms feel that customer service should be their last priority when, in reality, it should be their first, just as it would be with any other corporation out there whose existence depends on the happiness of the clients they serve.
For example, if you have a law firm in New Orleans, it’s just as important to be prompt and courteous to your clients as it is if you live in another city or state. That’s why every New Orleans personal injury attorney, whether they are great at dealing with insurance companies, have won many personal injury cases, and are at the top of their game in the personal injury field, still needs superior customer service if they want to keep their clients. In this article, you’ll find customer service tips to improve your law firm’s customer service by quite a bit.
Reach out and embrace technology.
As a personal injury lawyer, you already know how important it is to be up-to-date on car accident laws, truck accident laws, and your client’s medical bills. Being up-to-date is important for your customer service as well. You need to reach out and embrace technology by investing in reputable CRM software to track your customer service. If you have even one employee that mistreats a client, you may lose that client, and eventually, your entire law practice.
Not only should you embrace technology by getting the latest CRM software (customer relationship management software), you should also consider outsourcing your customer service to a CRM contact center. Contact centers have employees who are trained in the latest customer service techniques, and you can be sure that your clients will be able to voice their complaints or leave a message for you with a live agent whenever they feel the need.
Learn from other law firms.
There’s nothing simpler than learning how to improve your customer relations by watching other companies do it. Your first step is to make your law firm client-focused before anything else. From your website to your policies and from the way your employees treat each client when they call or walk through the front door to how fast your clients get the information they need, the client should always come first. If you can’t have a client-focused law firm, it might be best if you don’t serve clients at all.
Try to understand life from your client’s point-of-view.
Customer satisfaction is key when it comes to running a successful law firm, and the way to do that is to realize where your client is coming from. Any type of law has one thing in common—it has the power to bring out the worst in people. The people that come to you are hurt from a car accident, probably out of work, and wondering how they’re going to pay their bills. You can expect these people to be a little cranky and hard to deal with. That’s why it’s important to walk a mile in your client’s shoes, so to speak, as it will help you improve your client relations more than you might think.
Always call clients back within 24 hours.
Your goal as a law firm is to win lawsuits and retain your clients. You can’t do that if you ignore them. Make sure that you call your clients back within 24 hours of any message you get. This shows your clients that you truly care about them and that you’re doing everything you can to get justice for them and their families.
These are just a few of the best tips to improve your client relations when you’re running a law firm. Remember, you’re there to help, but you can’t have a business without clients. This is why client relations are key.