The legal industry is changing, and lawyers are continually searching for better and more efficient ways to provide legal services. Here are four ways that today’s lawyers can up their customer service game:
Walk in Your Clients’ Shoes
The Golden Rule of customer service goes something like this: treat your client like you would want to be treated. This also applies to lawyers, who often see people at their worst, when they are ridden with anger, anxiety, and a general distrust of the legal system. To provide the best customer service possible, lawyers must possess two essential skills: emotional intelligence and interpersonal communication. Those qualities allow legal professionals to respond to clients with a professional level of empathy, which is necessary for superior customer service.
Combine Automation with Personalized Attention
Lawyers are going back to practicing law the old-fashioned way – with a twist – by giving clients individual attention, flat rate subscription pricing, and minimal administrative delays. Technology is making this all possible, by freeing law firms from time and cost constraints, while keeping the practice of law profitable. Law firms that automate, while still providing personalized legal expertise, have the best competitive advantage in today’s legal marketplace.
Sweat the Small Stuff
Successful lawyers take a detail-oriented approach to all their cases. Not only does this improve the customer service they provide, it also naturally encourages clients to trust them more, and the more a client trusts their attorney, the less likely they are to question their judgment and file a legal malpractice claim, should the resolution of the case fail to meet their expectations.
Remain Client Focused
Everything about a law firm, including its waiting room, website, policies, employees, and atmosphere, should make clients feel comfortable and able to get the information they want and need quickly and easily. If your clients hesitate to ask questions because they think they are a bother, they are more likely to look for legal representation elsewhere, where the customer service is better.
For more information about the role that good customer service plays in lawyers professional liability insurance, contact USI Affinity today.