Take it or leave it used to be the attitude a few years ago. There was an idea that if one offered a service, it was enough to get clients in the door.
No more. The landscape has changed.
There’s been a fundamental shift in power from brands to consumers driven largely by digital innovation. Clients have instant access to information and choices. Firms are being held accountable—especially in customer service.
Adopting a client-centric approach to practice management isn’t difficult. Here are six areas from December’s LexiconLIVE! webinar we here at Lexicon recommend you focus on:
Set the tone for the relationship. It begins when clients are searching for an attorney. Ensure your marketing represents your brand well with a cohesive message and that you’re findable, accessible and active online.
How do you take their first call?
- Speed to answer – Are you answering within 3 rings?
- Voicemail practices – Do you actually answer the phone or are calls sent to a black hole of voicemail?
- Tone of voice – Answer with a smile.
- Associate helpfulness – Listen and understand
Finally, consider these areas of onboarding:
- First call – Did you deliver a good experience?
- Online scheduling – Was scheduling efficient?
- Availability – Could the client easily get in and at a time that works for them?
- Intake forms – Were they efficient? Electronic?
In every meeting, position yourself as a partner to your client.
- Ask questions
- Be open—not critical
- Show appreciation
Use your industry knowledge to position yourself as an expert. While it’s great to author your own work, just sharing (while citing) also shows you’re a partner to your clients. Consider these tactics:
- Case studies
- White papers
- Thought leadership
Effective, consistent communication throughout the entire journey increases client satisfaction, which increases collection rate, referrals and repeat business.
- Be forthcoming about costs
- Set goals and expectations
- Listen and ask questions
Robust practice management software (may we suggest Lexicon?) captures the data needed to strengthen relationships.
- Stores contact information, interactions, biographical information and needs, allowing for personalized communication
- Allows workflow, relationship and success rate analysis
- Allows for custom communication reminder workflows
Want to learn more? Watch the entire webinar here.
Ready to take your firm to the next level? Use these tips to get started and contact Lexicon today.