As a lawyer, it can sometimes feel like you have to perform several different roles all at once. Not only are you a legal advisor, you also have to ensure that your client service is on point. However, you should never underestimate the role that great client service can play. Whether you’re in traditional law or work as a consultant, proving exceptional service is often the difference between getting repeat clients and word-of-mouth referrals, versus having to constantly rely on brand new leads.
This article explores some of the things lawyers can focus on if they want to improve their client service and improve their ratings, recommendations, and business as a result.
Setting expectations
Excellent client service begins with the very first contact you have with the client. Setting expectations is a good way to begin. Your clients should be sure about what they can expect to receive from you, and what you need from them in order to provide the best legal service. Set this out in writing to reduce the chance of confusion.
If your clients feel well supported from day one, it will set the tone for the rest of your working relationship and helps ensure high levels of client satisfaction.
Consistent communication
Communication is the cornerstone of any relationship, and the one you have with your clients is no different. As such, it’s important to uphold high standards of communication with your clients throughout the process.
Take time to truly understand their legal needs, any concerns they may have, their expectations and objectives. This will give you an opportunity to clarify anything they may not be sure about, reassure them of the process, and build a strong rapport that is more likely to leave them feeling satisfied with the service they have received.
Active listening
The key to great customer service in any industry is understanding the unique needs of each customer. Client care in the legal profession is no different. Getting to know your client and tailoring your approach will make them feel valued and far more likely to become a repeat client or recommend your services to others.
The best way to do this is through active listening and understanding. Before diving into the legal matter at hand, take the time to understand your client’s objectives, concerns, and needs. Empathise with their situation to make them feel heard and valued, clarify any uncertainties, and ensure they understand the process ahead. By demonstrating genuine understanding, you’ll build trust and establish a solid rapport from the outset.
Transparency
One of the top things clients appreciate is transparency throughout the process. Transparency breeds trust, so it’s key for great client care. It’s important to be upfront about fees, potential outcomes, and timelines. This will ensure your clients have as clear a picture as possible of what lies ahead, as well as helping to avoid any unwanted surprises for them. Keeping your clients informed at every step of the way helps ensure transparency from start to finish, and enables them to make informed decisions, which further encourages them to trust you as a lawyer.
Flexibility for a personal service
Ensuring high levels of client service can be daunting for lawyers who have moved to consultancy from traditional law. Ensuring that your clients are happy is key to building your business and reputation as a consultant lawyer. However, the consultancy model offers plenty of advantages which you can use to improve the service you offer to clients. The innate flexibility of the role can be used to tailor your working hours to your clients needs as well as your own.
Plus, not having to worry about management responsibilities and unnecessary meetings can free up more of your time to devote to client service. Clients often appreciate the more personalised service a consultant lawyer can provide, helping them to come back when they next need your help, or recommend your services to others in the same situation.
Overall, providing excellent client service is important for any lawyer, no matter where and how they work. Having a good reputation is essential if you want to win repeat business and referrals, and ensuring your client servicing is up to scratch is one of the best ways to gain one.
If you’re a UK-qualified lawyer with 5+ years of PQE who’s looking for a more flexible way of working with clients, we want to hear from you. Get in touch for a chat and see how consultancy at Setfords can work for you.
Is consultancy for me?
If you want to find out more about becoming a consultant with us, get in touch. We are happy to conduct interviews remotely for suitable, UK-qualified candidates with five or more years’ experience. If you’re a good fit, you’ll be joining a team that was created for lawyers to do their best work.
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