4 Tips for Lawyers to Provide Exceptional Client Service
Building a client-first experience from start to finish is one of the best ways to stand out from your competition. While some firms may focus primarily on opening and closing the most cases possible, taking a more personalized approach can bridge the gap between standard and exceptional service.
In this article, we’ll explore four key tips (and technologies) to ensure your firm and your clients achieve outstanding outcomes.
4 Tips to Help Elevate Client Service
1. Provide Seamless Communication
According to the American Bar Association (ABA), effective client communication is an ethical duty for lawyers. Utilizing a client portal can help lawyers provide a one-stop hub for clients. For example, with MyCase’s client portal, attorneys can:
● Quickly communicate with clients with unlimited text messaging
● Securely share important dates, documents, and case reminders
● Create and share invoices and financial statements
● Get paid without collecting credit card numbers
2. Be Responsive from Initial Intake to Case Closure
According to research from the ABA, 42% of the time, lawyers take three or more days to reply to a voicemail, email, or web-generated form filled out by a prospective client.
Establish responsiveness early on and continuously throughout the client journey. For instance, you can access software to help create and templatize intake forms to fit each appropriate practice area. Once the prospect decides to move forward with your services, offering eSignature capabilities provides a quick and convenient way to finalize onboarding documents.
By creating a seamless intake and onboarding experience, your firm can create a positive experience from the start.
3. Increase Efficiency With Online Payments and Automation Tools
Managing a law firm and juggling multiple clients involves time-consuming day-to-day tasks. It’s easy to fall behind on client communication, billing, and other vital needs. Providing online debit, credit, and eCheck payment options makes it easy for your clients to pay their bills—while your firm gets paid instantly. In addition, seamless workflow automation can streamline some administrative work that often bogs law firms down.
4. Empathize With Clients
Empathy breeds connection and trust. Carl Rogers, the founder of the client-centered therapy movement, defines true empathy as sensing “the client’s private world as if it were your own, but without ever losing the ‘as if’ quality.” Many clients will not have an in-depth understanding of the legal process, but their case or matter is personal to them. Show clients that you understand their priorities, concerns, and needs.
Achieve Outstanding Outcomes with MyCase
Implementing a client-first approach increases the likelihood of happier clients, stronger rapport, and firm success. Clients will be much more likely to return and recommend your services—leading to valuable testimonies, reviews, and positive word-of-mouth referrals.
Learn more about how MyCase’s automation and communication technology can streamline your client’s journey from new prospect to future referral by downloading our “5-Star Legal Services” e-book.
And if you’re ready to see how MyCase can help elevate your client services firsthand, try a risk-free 10-day free trial.
Mary Elizabeth Hammond is a Senior Content Writer for MyCase, the leading case management software platform. She is based in Salt Lake City, Utah.
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