In the last few years, marketing has changed significantly. One of the most significant differences is that most industries are now focusing on transforming the client experience. In the legal industry, however, very little has changed. Below, we explore a few simple ways you can enhance the experience of your clients while distinguishing your law firm from the competition.
Begin by determining what the ideal experience would be for your clients. Put yourself in their position. If you were in a similar situation, what would you want your experience to be? Creating buyer personas is a great way to identify what’s important to your clients, what challenges they face, and what their goals are. In this process, it’s important to think about negative experiences your clients may have had in the past and think about ways that you can avoid repeating the same mistakes.
Providing useful content to your prospects and clients is another way to enhance your law firm’s client service. Content Marketing is mutually beneficial – you’re able to attract and engage your audience while also offering them information that aligns with the challenges and goals that your buyer personas might have. You can do so through blog posts, podcasts, or even client alerts.
Next, it’s important to ensure you have a system set up for communicating with clients at critical milestones and for sharing your law firm’s content. Without frequent communication, clients can feel as though they are undervalued and simply left in the dark. Ultimately, this can result in confusion and frustration. An easy way to prevent this is to communicate with clients regularly to reassure them that everything is going according to schedule. Although this is a relatively small step, it is an important one that can significantly enhance the client experience in your law firm.
Keeping client satisfaction is critical in your law firm. One way to do this is to improve efficiency. Regardless of what the issue may be, most of your clients want to see it resolved quickly. Efficiency can improve client experience, boost satisfaction, and even keep the cost of services low. With that said, efficiency does not develop on its own. Taking the time to define both the responsibilities and roles in your law firm can help ensure everything runs smoothly. To go a step further, it’s important to ensure that policies and procedures are clearly documented.
Finally, make sure that technology has a place in your law firm to create a seamless experience for customers. You can enhance many different areas of the client experience with technology. For instance, you could make it possible for clients to pay for their services online. Intake forms could be completed online to save clients time. You could even provide clients with the opportunity to e-sign documents.
A law firm’s client service is the cornerstone of their practice. By providing exceptional service, you will be able to encourage clients to return as well as spread the word about your firm.