Leaders in almost every market are talking about the customer experience these days. Enhancing it has become one of the most essential steps toward developing a company that can sustain the unavoidable “ups and downs” associated with the competitive business landscape.
Well, almost every industry.
The legal environment seems like things have not changed much. It’s simply business as usual, and very few firms have provided little thought to redesigning the customer experience at all. This can be attributed to a few reasons:
- Lawyers spend the majority of their time on delivering service rather than designing it;
- Non-attorneys are rarely given full-reign to amp up service processes; and
- Lawyers seem to be embarrassed to think outside of the traditional box in providing legal services.
Do not let the previously mentioned items force your firm to paint itself into a corner. If you haven’t noticed, legal alternatives to traditional models are starting to take over and lawyers need to adapt before it is too late.
In this post, we’ll evaluate 5 steps you can implement to develop a much better client experience at your law firm and set yourself apart from the crowd.
1. Define the Ideal Client Service Cycle
One simple yet effective way to improve the customer experience is to sit down and invest some time to map out an ideal customer journey.
Put yourself in the shoes of your customer. How would you want the experience to go if you were dealing with a similar scenario?
Just the simple act of focusing your attention on the customer experience in this manner will assist in shedding light on points where you can enhance the overall experience. It will likewise produce more awareness among individuals at your firm about the method they connect with clients.
2. Send Email Communications at Every Critical Turning Point
In any service business, solid communication between the consumer and service provider is vital. Many attorneys take the position that “over-communicating” is a bad thing in terms of client management. They believe the client will become a nuisance or that over-billing will upset him or her.
Without consistent communication, the client might feel like they remain in the dark and have no idea what’s going on or what the current status of their matter is. Don’t make the client track you down.
It can lead to feelings of aggravation or confusion, despite the fact that the process may be moving along perfectly behind the scenes. You can even delegate this responsibility to your paralegal.
3. Develop Workflows to Enhance Efficiency
Effectiveness is the utmost essential way to keep maintain client satisfaction while keeping costs down. In order to deliver quality work effectively and at a reasonable price, you need to have a systematic method to running your business.
Carrying out systems indicates developing repeatable processes for how your firm runs. There need to be clearly specified functions and responsibilities, and everything must be done according to process.
4. Use Innovation to Produce a Smooth Experience
Innovation has taken hold of our society since it makes our lives easier in general. It allows legal service providers to do things they were not able to do previously. It offers tools to make the customer experience streamlined and uncomplicated, which is why making use of innovation should be a core part of your technique.
Think of all the unpleasant parts of the service procedure for your clients and ways you can enhance or remove them completely by utilizing innovation.
5. Have a Process for Collecting and Incorporating Feedback
Perhaps the most essential step you can take to develop a much better customer experience at your firm is to proactively seek feedback. It’s an obvious action to take, yet law firms tend to ignore feedback and only respond when their pride is being crushed with reviews online.
You must consider carrying out a standardized process for collecting feedback from each customer. Then discover ways to integrate this feedback to make improvements with time. This incremental, feedback-driven technique will go a long way toward the consistent development of your total credibility and law firm brand.
Technology Has Caught Up with Law Firms Desiring a Better Client Experience
At Case Status, we have been listening to attorneys that need help improving client relationships without adding a significant amount of time and money. Our application focuses specifically on streamlining workflows, opening communication channels, managing feedback, and growing your network. Plus, Case Status seamlessly works with your existing practice management software.