Top Ways to Improve Customer Service at a Law Firm

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Law firms don’t have the best track record when it comes to customer service. Clients sometimes wait for days to hear back after leaving a message or submitting a form, or they never get to actually speak to a lawyer because they’re screened by someone whose job it is to only let certain cases through.

These days, though, a bad client experience can be devastating to a law firm, especially with online reviews and ratings a primary way new clients find their attorneys. For this reason, it’s critical to know how you can improve customer service at your law firm.

#1. Hire the Right Person for Customer Intake

Remember that the person you hire to take a potential client’s information is the first person anyone who has contact with your business sees. They are your first impression and as the old saying goes, you never get a chance to make a second first impression.

The person you hire needs to be pleasant, patient, and understanding because the people who call need to be reassured that their case is going to be taken seriously, even if the law firm ends up passing on representation.

#2. Become Client-Centered

Numerous other businesses in other sectors have already become client-centered with great success. Retailers are creating personalized experiences for their customers. Doctors are using MS Teams to make sure their patients get the customized treatment they need based on their condition. Law firms are behind the curve on this part of customer service, so you need to think about how you can put your clients at the center of your firm’s practices.

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Make it simple for your clients to get the information they need, when they need it. Don’t force them to wait days for a call back. Have a recorded information line that answers frequently asked questions, or direct them to a help center on your website.

If your client absolutely can’t find an answer to their question and needs a call back, make sure they get it within 24 hours. You might have to hire more people to deliver this level of customer service, but it does pay off in the long run.

#3. Explain Your Policies Upfront

At an initial consultation, take time to discuss not only the case and payment, but also your policies surrounding communication, specifically case updates, returned calls, and email responses. Let them know upfront how long they can expect to wait for an answer to their questions whether they call them in or email them.

Setting the expectations ahead of time can go a long way in customer satisfaction. If they don’t like your policies during that initial consultation, they’ll not waste your time or theirs by signing a contract.

More likely, though, they’ll appreciate your transparency and commitment to providing the best service possible. They’ll understand that they’re not your only client, but that you intend to treat their case with the urgency it deserves.

Conclusion

Be available consistently. Some firms, like this one, encourage users to call, text, email or live chat. Good customer service isn’t difficult, but you do have to be consistent and work at it so that your clients can see and feel the difference between your firm and others that aren’t client-centered. Once they do, you’ll secure their loyalty for life.

Kelechi Okeke
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