8 keys to great customer service

Providing customer service training to new attorneys is so valuable for the legal profession, as many lawyers will never actually receive much training on customer service. Repurposing a past presentation, below are 8 keys to great customer service for attorneys. 

1. Be responsive. In the legal field, the biggest complaint that we here from legal consumers is that they reach out to a law office and do not receive any sort of response. Even if you are not able to help the individual or potential client, be sure to send a response to let them know. 

2. Understand and listen to your clients. Many people listen to respond, but great customer service requires listening to understand. A simple tool to help you accomplish this is to simply summarize what you heard to confirm that you are on the same page. 

3. Build an online and community presence. Your online presence is just as important today (if not more important) than your physical office. Be sure that your firm's website is professional and easy to navigate. Also, networking and sponsoring local community teams or initiatives is a great way to market your firm and reach potential clients. 

4. Be professional. Your appearance and that of your staff is a direct reflection on your firm, so be sure that you are conveying a professional appearance. Also, remain professional in the way that you correspond with your clients by conducting yourself with integrity and communicating effectively. 

5. Ask for feedback. At any point in the process, do not shy away from asking your clients for feedback. This can be as simple as an automated email or adding a link to your client exit forms. 

6. Respect client confidentiality. In the legal profession there is an ethical responsibility to protect personally identifiable information. Be sure to only utilize private internet networks, lock your computer when not in use, and lock the doors to your office. 

7. Stay open to change. Attend legal conferences or events to learn about the latest technology or best practices. The legal field is constantly evolving and with the consumer-driven marketplace it is vital to meet your clients where they are - which many times is online. 

8. Go above and beyond. Set expectations but don't over promise. Be conservative on expectations in order to under promise and over deliver. You may provide clients with a folder or packet, for example, for their estate planning documents. You can even brand the folder with your law firm logo and name. 

When you meet clients where they are in their journey by implementing these 8 keys to great clients service, you positively impact the consumer perception of legal services, the value you provide as an attorney, and the success of your practice.