Annual surveys reveal that clients are not pleased with the service they receive from their law firms. Here are 10 easily implemented client service actions to improve service:
- Responsiveness: promptly responding to phone calls, email, and correspondence.
- Accessibility: being a team player.
- Understanding: Asking the important questions and actively listening.
- Connecting: Making personal visits.
- Billing with clarity and accuracy.
- Stability of your representation team.
- Getting feedback from clients on how you can improve and responding proactively.
- Understanding the clients’ industry, company and the needs of the individual client representatives.
- Seeking to uncover potential client problems, opportunities and changes and develop solutions to handle them.
- Going the extra mile and doing more than expected.