3 Law Firms Succeeding With a Client-Centered Approach
The future for law firms is client-centered, and for those who take this approach, there’s plenty of opportunity. According to the 2018 Legal Trends Report, 57% of consumers surveyed dealt with an issue that could have been handled legally, but wasn’t—and while cost factored into the decision to hire a lawyer, ease of experience was also key.
Today, there’s a myriad of options for the alternative delivery of legal services, and clients have come to expect the instant service and satisfaction they get from Amazon, Netflix, and Uber in every consumer interaction. Law firms that are thoughtful, responsive, and engaged with their clients have the advantage.
Here are three examples of law firms succeeding with a client-centered approach.
Hite Law Group
Nicholas Hite founded The Hite Law Group in part because he wanted to provide affordable legal services to his community. With the power of technology, he’s been able to keep operating costs down, so that he can offer more affordable prices to clients.
For example, he gives clients the option to use Clio Connect, a secure communication portal, so that they can access information related to their case at any time. This helps clients feel empowered, and also cuts down on time-intensive back-and-forth communications.
Hite Law turned a profit within one year of opening its doors, and Nicholas says that offering affordable services has allowed him to access an entirely new market that otherwise wouldn’t be open to hiring a lawyer.
Read more of Nicholas’s story.ASA Law Group
At ASA Law Group, Shuaib Ahmed focuses on using technology to create a better working environment for his employees and to provide excellent client service. This has resulted in exponential growth for his firm.
“In a traditional firm, attorneys are required to bill about 2,100 hours every single year, and when you break that down that’s quite significant,” he says. “But, that’s really because of the cost of overhead. Because we’ve been able to use technology to mitigate all those costs, we’ve been able to substantially lower the billing requirements for our attorneys.
“My attorneys are not so much worried about having to meet an obnoxiously high number, so they can focus on what clients really want us to do, and clients want us to essentially move cases forward very quickly,” he adds. That’s led to greater client satisfaction, and to a 1400% increase in revenues within one year.
Read more of Shuaib’s story.Ad Astra Law Group
For Katy Young’s clients, getting legal help can mean a five-figure bill—and many of her clients can’t pay that sum in one shot.
Her firm, Ad Astra Law Group, is able to help by accepting credit cards and offering to put clients on payment plans, which makes paying for legal services more manageable. She also takes care communicate thoughtfully in all of her bills to clients.
“Each billing entry should be telling part of a story about what we’re doing to help the client,” she says. “People are motivated to pay when they can see that what we’ve done is super-accurate and we’re not milking them.”
Read more of Katy’s story.
In short, taking a client-centered approach to your practice will help your clients—and your firm—succeed. Learn more about what it means to run a client-centered law firm.
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