delivering the ultimate law firm client service experience

Delivering the Ultimate Law Firm

Client Service Experience

888-432-1529 www.rocketmatter.com

Exceptional client service

involves everyone at the

firm: partners, associates,

secretaries, paralegals,

department leaders— the

entire staff.


Today’s Agenda

• Develop and implement your firm’s

client service model

• Discover how to ethically and subtly

solicit reviews from happy customers

• Turn your biggest fans into your

most effective business development

strategy


Define Your Vision For

Client Service


What is your firm’s mission?

Every encounter

you have must

have your firm’s

mission in mind.


Exercise:

Defining your A/ B/ C

clients


Client service begins with

your very first interaction

and continues beyond the

conclusion of the matter.


Start with Setting

Expectations


At Your Initial Meeting:

• How the legal process will work

• How long the legal process will take

• What the range of likely results will be

• How updates will be communicated

• The overall cost of legal services

• How services are billed

• When payment is expected

• What will happen when fees are not paid when they are due


Clients like attorneys that let them

speak, ask questions, and truly

listen to their responses.


It’s better to under-promise and over-

deliver than to make guarantees and

not follow through.


Great!

You’ve taken on

a new client!

Now how do you

keep them happy?


BONUS POINTS: Send Your

New Clients a Welcome Kit

• Letter memorializing expectations

• Information about your firm that reinforces your

client’s decision

• Some cool swag

• Make sure the language is friendly and

welcoming!


Stay Consistent and Reinforce

Expectations

• Communicate often and in the manner your

client prefers

• Make sure that you deliver things on time,

including regular invoices

• Follow up on late payments or non-payments

before they become issues

• Never fall behind on a matter


Give Clients Your Full Attention

• Make your client feel like they’re the only one

who matters when they’re on the clock

• Avoid answering your phone, checking your

email, and engaging in side banter

• Do your best to really listen to your client’s

concerns


Have a Procedure for Escalating

and Resolving Client Issues

• Often, your first line of communication will be a receptionist

or a paralegal

• If any interaction is contentious, make sure it’s well-

documented

• Make sure your or senior staff members are the ones to

deliver bad news

• If another staff member cannot resolve a client issue, you

must be the one to step in to smooth things over


Avoid Procrastination!


Build Client Loyalty


Loyal clients are less price-

sensitive, more willing to forgive,

and will lead to referrals!


Make it Personal

• Realize that each client is unique and needs to be

treated that way

• Use the note section in your CRM to document any

unique interactions or important details for other

staff members to know, even if it’s irrelevant to your

representation

• Create meaningful interactions by building upon the

information you already know


Faster Service Wins the Day

• Modern customers expect speedier service

• Use technology to develop efficient processes

• Practice management can help cut back on admin time

• Client portal helps with sharing appointments, important

documents, and invoices that detail the work you’ve done

• Make sure to proactively communicate any anticipated

delays


Use Technology to Delight Clients

• Give your clients the ability to pay online

• Allow for AFA’s (payment plans, etc.)

• Client Portal

• Online Forms

• Electronic Signature


Unique Service Delivery Ideas

• Hire and assign project mangers for large matters

• Create a C-Level Client Service Officer

• Develop benchmark recurring cycles to improve and refine

processes

• Start a program for business clients where members of the

firm work at their facilities

• Conduct client satisfaction surveys - during the engagement.

Don’t wait until the end to find out they weren’t happy with

your work


Solicit Positive Reviews


After Services are Completed:

• Send a communication concluding the matter

• If the client is satisfied, encourage them to leave you a

review

• The person in the firm with the best relationship with the

client should be the one to make the ask

• Direct clients to the appropriate forum to leave feedback

• Respond to every review you receive

• Follow up


Keep Rules of Professional Conduct

in Mind!

• There should never be payment or other compensation

exchanged for reviews

• Be careful with asking family and friends for reviews

• When responding, be careful with client confidentiality

• Never disparage your competition or anyone involved in

your case

• If reviews are negative, keep your cool


They gave you an

awesome review!

Now what?…


Turn Your Positive Reviews into Your

most Powerful Marketing Tool

• Add testimonials to your website (always ask

permission beforehand!)

• Share your reviews on your social media pages and

email marketing campaigns

• Make sure you’ve claimed any profiles where reviews

are written

• Continue to follow up with past clients through

newsletters, holiday cards, swag, etc


Resources

bit.ly/rmhappyclients http://bit.ly/rmpodclients

Thank You!Nefra MacDonald | [email protected]

Lisa Pansini | [email protected]