By Elizabeth Kapamas
Considering your client's experience is just as important as the work and services you provide. Sally J. Schmidt for Attorney At Work provides some simple yet effective tips that you can apply to your everyday interactions with clients to improve your client’s experience with your firm from beginning to end.
Schmidt writes "According to McKinsey & Company, maximizing satisfaction with client journeys has the potential to increase client satisfaction by 20%, increase revenue by 15% and lower the cost of serving clients by as much as 20%."
One of the key elements to improving your client’s experience is to provide plenty of transparency. While you are working hard behind the scenes and acquiring items for a case, you and your client may experience periods of silence while waiting on certain items. Be proactive and inform your client about your next steps and what you are waiting for. This includes if something unexpected comes up. Be swift to report back to your client and avoid surprises.
Let them know they have your full attention and trust by offering the opportunity to set up regular check-ins. This way, they can feel important and like a priority. Be sure to introduce your staff at the beginning of your client relationship, so they can seek the correct assistance if they do need to reach out, but you are unavailable.
Having a persistent communication style and improving your overall relationship can have a significant impact on the client experience. The service you provide is just as important as the services you provide.
For more tips, read Sally J. Schmidt's artciel for Attorney At Work.