Great client service is at the heart of any reputable firm.
Committing to great client service is a firm-wide strategy. From your solicitors’ expertise to your reception staff, every touch point must provide exceptional service. Consider the following:
Exceed client expectations
What do your clients expect? Expertise, convenience, easy ways to get in contact with your firm are some common expectations. You would be surprised at how many firms don’t offer these key elements.
An easy place to start is looking at how you communicate with your clients. Offering 24/7 appointment scheduling, online instruction forms and online document collaboration are some ways to improve convenience and empower clients. Make it easy for clients to communicate by prominently displaying your phone number, social platforms, and making enquiries easy.
Don’t be the firm that the client loves but has difficulty contacting. Your clients need responsiveness and immediacy. Gone are the days of waiting for the office to open, clients expect to interact with your firm even after hours. Offering online solutions such as appointment scheduling means clients can book in with you 24/7, from any device, on the go or from the comfort of their home. You still maintain control of your schedule by configuring what times are available.
Be honest and upfront – don’t promise anything you can’t realistically deliver on. Be transparent in all your actions including your online presence – for example, display your prices and complaint handling procedure in an easy spot for clients to access.