Customer Service Tips for Lawyers: How to Give Your Clients the Attention They Deserve

 

SUMMARY

Good customer service is essential for any law firm looking to succeed in today's competitive marketplace. Legal professionals must put in the extra effort to ensure their clients are satisfied with the services they provide. Unfortunately, customer service is often overlooked in the legal profession, with many law schools failing to offer adequate instruction.


This article examines why customer service is so important for legal professionals and the benefits it can bring to a firm. It also outlines some key strategies law firms can implement to improve the customer service experience. These include making sure communications are delivered promptly and clearly, helping clients understand their options and the legal process, and providing a friendly and supportive attitude.

In order to excel in customer service, law firms must be willing to take the time to understand their clients' needs and concerns. They should also be prepared to go the extra mile to ensure their clients are satisfied with the outcome of their case. Doing so can lead to repeat business and referrals, as well as helping to build a positive reputation for the firm.

In conclusion, customer service is an important part of the legal profession, yet it is often neglected. Law firms should ensure that their attorneys, paralegals, and other personnel are properly trained and equipped to provide optimal customer service. By doing so, they can increase their client satisfaction and build their reputation as a reliable legal service provider.

QUESTIONS ANSWERED IN THIS ARTICLE

 

The Benefits of Learning Customer Service in Law School

While customer service is not typically a topic of immediate concern when considering a legal education, it is a skill that can greatly help in a professional career. The legal field is constantly evolving, and customer service has become an increasingly important part of the practice of law. The ability to understand and react to client needs is an invaluable asset in the legal industry, and law schools have begun to recognize this.
 

Why Customer Service Matters in the Legal Field

The legal field has become increasingly competitive in recent years, and lawyers must now find ways to set themselves apart from the competition. One way to do this is by providing excellent customer service. Lawyers can cultivate strong relationships with their clients if they are able to effectively meet the needs of their clients. This can be especially important in larger firms, where the attorney is typically the face of the firm.
 

What Law Schools Are Doing About It

Many law schools have begun to recognize the importance of customer service training as part of their curriculum, and have begun to offer courses that focus on customer service-related topics. These courses typically cover topics such as team-building, communication skills, conflict resolution, and problem-solving. This gives students the opportunity to develop the necessary skills to provide excellent customer service to their clients.
 

The Impact of Customer Service on the Legal Field

As law firms increasingly recognize the importance of customer service, attorneys that possess the necessary skills are likely to have an advantage in the job market. Understanding successful customer service practices can help attorneys build strong relationships with their clients, and gain a competitive edge in the legal field. In addition, having a foundation in customer service can also help attorneys establish a successful practice.
 

Providing Quality Customer Service for Your Clients as a Lawyer

Delivering top-notch customer service to your clients can be simple and require much effort. There are a few simple steps that you can take to make sure that your clients feel valued and appreciated while also providing them with the best possible legal services.

1. Be Proactive: Keep your client in the loop on all the developments in the case. Ensure to provide timely updates and set up periodic status reports so your client can stay informed.

2. Get Face Time: Email and phone communication is great for staying in touch with clients, but it's essential also to make an effort to meet face-to-face. This shows your client that you are invested in the case and allows them to discuss any concerns or questions they need to be answered.

3. Listen: Clients want to feel heard and respected, so take the time to listen to their goals and objectives and explain your process for achieving them. This will show that you value their input and help build trust between you.

4. Keep Good Records: Make sure to document all conversations, decisions, documents, and anything else related to the case promptly. This will make it easier to refer back if needed and ensure that you provide the best representation possible.

5. Follow-Up: After meetings, phone calls, and emails, it's important to follow up with your client to ensure that all of their questions have been answered or any action steps have been completed. Following up shows that you care about your clients and want to do everything possible to ensure a positive outcome. With a little effort and attention, you can ensure that your clients feel valued and respected while under your representation. By doing so, you'll not only make them happy but also build trust, goodwill, and loyalty. That's something that benefits both of you for years to come.

Working in the law, like working in most other professional fields, entails a certain amount of customer service. Some might say the customer service aspects of the job are the most important - especially if you want to get ahead in a large firm.

When I graduated from law school, I went to work as an associate in a very large law firm. One partner I worked for was the highest-compensated attorney in the entire firm, based on his ability to bring in and keep clients. And one partner I worked for had such dismal legal skills that we used to say that he "practiced law at the sixth grade level." Interestingly, these partners I refer to - the rainmaker and the no-legal-skills partner - were the same person.

How is it that someone who really isn't a good lawyer can thrive in the law firm environment? The answer is that this one partner was skillful at providing customer service. He may not have been a modern day Clarence Darrow, but never did a phone call go unreturned for more than an hour. Never was a deadline missed. Never was a board meeting, office party or other client event held without his attendance. This partner would even attend funerals of employees of his clients.

Some people think practicing law is mostly customer service. More experienced lawyers will often say it is ninety percent of the practice of law.

The truth is that clients often don't know the quality of your advocacy or document-drafting ability. Lawyering skills are often assumed and, while a certain level of competency (the sixth-grade level) is needed, often the only time a client knows there is a problem is if you foul something up pretty badly and it comes to their attention.

On the other hand, a client will always know, and remember, if you returned phone calls and e-mails in a timely fashion. They will also keep in mind whether you delivered when you said you would, whether you are accessible and whether you are attentive to their needs. It's really true that lawyers can sometimes hide their level of competency, but being nonresponsive will never go unnoticed.

I don't recall seeing a customer service course at my law school and I don't think I've heard of one being offered elsewhere. While there are many aspects to providing excellent service, there are certain core things a lawyer can do to make sure he or she is serving the client in a way that makes the client highly aware of it.

Return phone calls. Not returning phone calls is almost a cliché when people talk about lawyers. "I can't get my lawyer on the phone" is a constant complaint. This is unfortunate because picking up the phone is a fairly easy thing to do. Even if you have to tell the client that no progress has been made or there is no change, the contact is important. Sure, we all have emergency projects and sometimes there is more than one to tend to during the course of the day. Still, your clients really don't care because they have their own emergencies. Returning a call three days later and explaining you were busy with other clients does not sit well with someone who is paying you a lot of money and who can easily hire another lawyer.

Push Out Information. Even better than returning phone calls in a timely fashion is contacting your clients and telling them what is going on. Most clients feel a bit helpless when they turn a matter over to you and, by the nature of what lawyers do for a living, that matter is probably of some importance to the client. It's a good idea to prepare a periodic status report for your client. The frequency of this might be dictated by the urgency of the matter. Or you may simply call your client as soon as a development occurs. Clients like to feel informed even when there is no information.

Get Face Time. E-mail and the phone are great ways to be in contact with your client but they do not replace being there. You might even need to stop the billable clock and have lunch with a client or show up at board meetings and similar events where you get to be in front of the client. If you're outside counsel, make them feel that you are nonetheless part of the team by attending team functions. While this will impress your clients, it will also help them keep you in mind and perhaps call you more often with projects than they would an attorney they don't see around the office.

Quality of Work Product. I made light of lawyering skills at the start of this article but providing a quality work product is an obvious component of customer service. You should do everything you can to deliver as-close-to-perfect as possible. This should be obvious, but it needs to be stated.

Make Your Deadlines. Think about when you buy something: the merchant indicates when it will be delivered and that date comes and goes without delivery. There might be a lot of reasons for this but you are nonetheless going to question the abilities of the merchant. Maybe you will decide to buy elsewhere next time just because of this. That's even more true when it comes to providing legal services. Real deadlines, such as filings, must always be met. Other deadlines, such as when the client asks for something or when you promised something, must also be met. With the latter types of deadlines, however, there will sometimes be circumstances that may prevent timely delivery. Always be sure to inform clients of this and let them know when the possibility of a late delivery arises.

Display a Good Attitude. There is a book entitled "Attitude is Everything" that emphasizes that the quality of almost everything in life depends on the attitude you attach to it. This is very true when it comes to servicing clients. Let's face it; clients can sometimes be an annoyance. They know it, you know it. But you don't have to show that. Showing attentiveness and enthusiasm when you communicate with clients will go a long way to ensuring their loyalty.

Experienced lawyers will tell you how hard it is to bring in a new client. They will also tell you how easy it is to lose a client. The good news is that it is very easy to know what a client wants. Clients want what you and I want when we hire someone. We want to get what we pay for, to feel we are being attended to and that we are a priority. Taking the steps outlined above will go a long way in helping them feel that way.