Now more than ever, you want to focus on client retention and communication. Currently, with so many options available for clients, it’s the law firm with high engagement with clients and thoughtfulness that succeed. As such, if you want to retain and draw in more clientele, consider these following five steps for happy clients and a happy business.
- Communication Expectations
Many clients will have different expectations and want when communicating with your law firm. Some want continual updates and to reach you at any hour, while others give your law firm the space to work at your own pace.
It might seem like the best case is to make yourself available at all times for clients. But that’s counter-productive to you and your well-being.
Right from the beginning, set clear outlines on the boundaries for communication. This means setting up time slots for clients to call you or emailing beforehand. Additionally, also mention the use of automated responses. Many companies and firm rely on what is called, business texting.
During certain hours, when clients text you, setting up an auto-response feature will give clients a heads up on when you’ll be available to contact them. A friendly ‘thank you, I will contact you tomorrow at the earliest convenience,’ is a simple yet effective solution to your communications.
Text My Main Number features an auto-response option that you can turn on at any set hours. You won’t have to worry about answering 10-20 clients with the same message. Instead, we have selected templates you can use to send to your clients without worrying about crafting your own.
Better yet, since you’ll be using your business number, Text My Main Number protects your phone number from clients. You can also control communications with clients from any device. - Create Detailed Expectations in the Early Stages
When you work with a client on any legal case, setting clear expectations from the start can avoid any confusion and misinformation. This includes setting deadlines, roles, likely outcomes and more. It’s important to remain realistic.
As a law firm, you’re likely juggling several cases at the same time. So before, you sit down with clients to run through the case and legal obligations, spend the time to think of realistic deadlines.
Letting your clients know this information in advance helps establish trust between both parties and puts everything in order. And if there are any changes in deadlines, make sure to communicate those clearly with your clients. Just make sure to document these expectations down as a reminder for both you and your client. - Clear Communication
While we emphasized the need to set clear communication boundaries, we also want to emphasize the need for good and clear communication. In any legal process, you never want to keep your clients in the dark. Whether they’re making closing on a home or settling the fees in a will, any updates need to be emailed or texted to the client.
What’s most important is you keep a track record of all these communications. This is so you have some proof in cases where clients may forget, etc. After each meeting or call, send a summary of the next steps and an overview of the meeting. This ensures everyone is on the same page.
And always, speak to your clients with kindness. In sometimes complicated and sensitive cases, this is especially the case for your clients to feel the support they need from you. The more empathetic you can be, the more your clients will feel at ease throughout the situation. No matter the outcome, as long as you support and fight for your client as much as you could have, that is all you can do. - Organize and Secure all Files
Information remains confidential no matter the severity of the case. From parking ticket disputes to fraud allegations, you want to ensure you keep all personal identification and information safe.
Additionally, as lawyers, you know how much the paperwork can pile and stack on. This in addition to other cases and files can easily disrupt your workflow and cause more damage in the end. Whether you use online software or paper files, store and organize all your files into a safe location. Whenever the time comes to access that file, it’ll be easy to present the necessary information to your clients or in court.
Furthermore, the organized operations will make your clients feel more confident in your abilities as a lawyer. It’s one trait that every client wants to see when they work with someone. - Improve your Listening Skills
When you sign up to become a lawyer, everyone tells you that logical reasoning and communication skills will be your most important assets. However, what many people fail to mention is that all successful lawyers need to possess empathy.
It doesn’t matter how many years of experience you have or how many times you’ve seen the case, it’s crucial to see things from each client’s perspective and experience. When you stay engaged with your clients, you’ll provide the exact results they want. Better yet, they’ll feel heard.
When clients feel as though you’re listening to their perspective and hearing their side of things, you leave a lasting impression on your clients.
Other Tips to Appeal Clients
- Invest in technology
In this day and age, a law firm that implements technology stands out among the rest. Filing software and other office software simplify your operations and give your firm a good image as well. Business texting is one way to keep your business current with the times. Reach out to our representatives at Text My Main Number to get started. - Focus on good marketing
With an increase in law firms, marketing is important now more than ever. Don’t be afraid to use sites like Facebook, Instagram, and more to market your services and your practice. You’ll surely grab much more attention. - Highlighting your expertise
From customer reviews to your credentials on your law degree, show your clients why you’re the best to work with. This will help reel in more clients when they see what you have to offer.
Client-centred law firms will be here to stay. Once you take the time and reflect on where you can improve your communications with your clients, follow the five tips mentioned above and make an everlasting impression.
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