If you own a law firm, there is a high likelihood that you are working towards providing your clients with the best customer service. That will make them happy and refer others to your services. They will also come back for more services whenever the need arises. Quality customer service is a form of word-of-mouth advertising that is the best way to grow any business.
However, if yours is like most law firms, you may need to improve the quality of services you provide to your customers. Providing poor customer service can make you lose clients, which would affect your business’s reputation and revenue. That will result in slow or no growth of the firm. On the other hand, you can reap several benefits from improving your firm’s customer relations.
You will get more clients, profits and become more reputable. With that, it is vital to note that the quality of customer service provided by any business is its lifeline. Hence, customer service is something that you should ignore if you want your law firm to succeed. The following are the six ways that can help you improve customer service in your law firm:
1. Hire Qualified Customer Care Personnel
How you answer your clients on the phone matters a lot, and you communicate with them during the conversation. Always have someone to do that. The person you choose for that job should be friendly, approachable, and calm. They should know how to concentrate on the customers who call the office for different services and provide them with as much assistance as possible.
After finding the right candidate for the job, please provide them with the necessary resources to solve problems and make decisions. Additionally, it could be a great idea to hire a virtual receptionist for lawyers who will provide you with a 24/7 answering service.
2. Make Necessary Amendments to the Firm’s Intake Procedure
Your intake process should focus on your clients. Therefore, inspect it closely and make any necessary changes. Ensure to have a systemized intake procedure in your firm if you don’t have one already. You may start by pointing out the steps you should follow to add a client successfully. Check out the tasks involved in that process and then simplify it as much as possible. In addition, create a checklist for each new customer. That will help everyone know what to check while onboarding a client.