Whether we like it or not, there is no denying that law firms are businesses and without operating as such they will not be able to deliver justice for so many of their clients. With this in mind it is critical that those who work for a law firm have a clear understanding of how they can provide the very best service to their clients. For any accident lawyer however, winning the case is not enough to provide great service. This may be the reason as to why our clients use our services, but there is much more which we have to deliver in order to boost the firm’s reputation and encourage more people to use it.
Given how important this is, here are some ideas as to how accident lawyers can improve the quality of service which they deliver to clients.
Clear Focus on Empathy
The very best accident lawyers are able to look at the basics of case and predict exactly how it will play out. In fact they will also have a very clear idea what they plan to do in order to process the case. This often leads to a laid back approach which lawyers have, confident in their experience and how things are going to pan out. This however can be damaging because the client is likely to be scared and nervous, and they want to know that their lawyer cares. This may be just another case to the lawyer, but they have to show empathy to clients who have a lot riding on this case.
A trend which we see in so many law firms around the country is that lawyers outsource the first meeting with clients to secretaries, who are charged with taking the details of the case. Whilst this may make sense from a productivity standpoint, it is not something which clients like at all. If a client has contacted your office then it is because they want to speak to a lawyer and not a secretary, which is why you have to make yourself available for this meeting.
Understandably our clients want to know what is happening with their case at all times. Many lawyers however will not contact the client unless there has been significant movement in the case. This however has to change so that we are able to deliver the very best service to those clients. Making phone calls to the client to check how they are and even to let them know that there are no updates, is the best way to gain loyalty and deliver high quality service. This costs the lawyer nothing but will make a huge difference in terms of the experience which our clients have with our firms.
These are very small changes which lawyers need to make, that will have a huge difference in terms of how they see the service which a law firm delivers.