3 Best Practices for Customer Service at your law firm

I have been working with attorneys and law firms for nearly 10 years, and these are my three best practice tips for customer service at your law firm: 

1- Respond within four hours. 
Plan to reply to all business communications within four hours as a best practice. Check in to Text Magic for auto text responses. If you are out of the office at a hearing or trial, update your voicemail email auto response. Considering hiring a receptionist to field your office calls. There are virtual receptionist options like Ruby Receptionist. 

2- Listen to understand. 
Every client wants three things: to be heard, to be understood, and to be cared for. Provide that to your clients using the three C's: comment, clarify, and confirm. After your client is done speaking, be sure to make a comment to let them know you heard what they said. To clarify, you can say something like, "So what I heard was . . . ". To confirm you may just simply saying, "I understand that . . . (insert a summary of what you heard)". 

3- Expand your online presence. 
Meet clients where they are looking for you. Google search your name, firm, or key terms like "divorce lawyer des moines". What appears should be appealing to your clients and position you as the expert. Also, be sure that your phone number, email address, and office location details are up to date.