Building A Client-centric Law Firm – Table of Contents Customer-Centric Law Firm Key Customer-Centric Terminology Operating a Customer-Centric Law Firm Why Make a Customer-Centric Law Firm? Technical Conclusions for Client-Oriented Law Firm Management
The idea that client-focused law firms are more successful is not new. Progressive lawyers have been using this approach for years.
Building A Client-centric Law Firm
, it is more important than ever for law firms seeking to remain competitive to take a customer-centric approach.
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In an era when alternative legal services abound and clients expect immediate service and satisfaction from Amazon, Netflix and Uber, and thoughtful and responsive law firms in every consumer interaction. , communication with customers will stand out.
Running a customer-focused law firm means putting your clients at the center of your thinking. This goes beyond the legal delivery you provide. Being client-centric means actually putting yourself in the client’s shoes, hiring lawyers, looking at their experiences in handling legal cases from their point of view, and thinking about how you can act. Deliver a better customer experience in an efficient way for your company.
As a lawyer, your job is to help clients solve their legal problems in a timely manner and at an affordable price. A customer-centric approach can help. Building trust with your customers will help you get the information you need, build better working relationships with them, satisfy them, and be prepared to refer more customers. Once their case is closed.
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Customer orientation is also good for internal operations. Considerations: Investing in the right tools, thinking about the right processes for your business, and creating a thoughtful onboarding experience that evolves processes when opportunities exist for improvement may require investment, but will lead to faster onboarding. process. Additionally, fewer questions and confusion over the life of your contract can help lower overhead and keep your employees happy.
As the benefits of a customer-centric approach are widely recognized in other industries, “customer-centricity” has become an integral part of modern business. The company has a department dedicated to its overall role and customer success (think “customer journey advocates”), and there are a few terms that may come in handy when transitioning to a customer-centric approach to business.
The client journey is the path a client has taken from their first meeting with a law firm, through interest, commitment, employment, case handling, and finally case closure.
Considering the entire customer journey and progress at each stage is critical to creating a positive customer experience that sets your firm apart from the rest. In fact, some companies, including large law firms, pay a lot of money to study the customer journey and find ways to improve it. This process is called customer journey mapping.
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Customer experience is the customer’s overall experience with the product, brand, and everything related to the company. The key difference here is how you perceive the customer’s business experience, which may be different from the customer’s point of view and what you think of your business.
, a metric commonly used to measure customer satisfaction is “How likely are you to recommend my service to a friend or colleague on a scale of 0-10?” Calculations are based on answers to questions. Each response is categorized as a facilitator who actively promotes your service (9 or 10), a neutral neutral (7 or 8), and a detractor who actively negatively promotes your service (0-6). Calculating NPS for a Law Firm
Businesses typically examine customers at different stages of the customer journey to gain more detailed insight into different aspects of the customer experience. Businesses also seek opportunities to improve their NPS by improving the customer experience.
Customer focus basically means a deep empathy for our customers and their needs. Small adjustments that reflect what your customers are going through and what they are looking for can help make your business stand out and make life easier. Here are some solid tips for building a customer-centric law firm.
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When a law firm makes a decision, evaluates a new tool, or tries a new process, how do you think it will affect its clients and their experience? Thinking of the customer in everything we do is an important first step towards a more customer-oriented practice.
Innovating and changing practices is important, but whenever you ask yourself, “What does this mean for my clients?”
Go further and explore existing processes, tools and settings and how they affect the customer experience. You can send one form, but are you sending multiple forms to your customers? Is your filing form easy to understand and only asking for relevant information? How quickly do you respond to customer requests?
Where there are gaps, look for opportunities to improve the customer experience with your business.
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It is important to consider the customer experience early in the customer journey. From the moment you first learn that you have a legal problem, when you ask questions about the service and schedule an initial consultation, until the final bill is paid and the company asks you to make a referral.
You should also think about what happens after the case is closed. What is the final billing process? Are your bills clear? Do I need further follow-up?
From a customer’s point of view, it’s all one continuous experience, and a little extra thought goes a long way in making each step smoother.
Your clients don’t come to you to solve legal problems, they come to you for peace of mind, reassurance, emotional support, advice, and more.
What Does It Mean To Run A Client Centered Law Firm?
Expect it – finding better ways to meet these customer needs shows you care and helps them relax, but the right approach will help you deal with these realities more effectively. So you can balance and build trust. You understand that you are providing services to provide exceptional presentation to your customers.
Also, the more empathy you have, the better you can handle stress, support your customers emotionally, and do your best. Kelly McGonigal, a health psychologist, lecturer at Stanford University, and world-best-selling author, said at the 2018 Cloud Conference that it would help clients to be truly open and empathetic to their clients rather than putting on emotional armor while shrugging and acknowledging their condition. . . Let them listen and be reassured. Also clarify your goals for handling the situation.
One of the things people do is create armor that turns out to be less useful than people expect. They might think that I am in this situation and this person is going to be under a lot of stress. I will calmly take control. But it turns out that when you spend a lot of time with other people who are under a lot of stress, you have a better chance of dealing with stress if you let it happen a little. A little visibly – to be active in the context of what you care about and what your goals are… . Positioning… This helps [customer] change gears and engage in troubleshooting. 4. Don’t assume
Creating a better customer journey and overall customer experience in a law firm means seeing things from the customer’s point of view. This means gathering customer experience insights directly from the source. Find opportunities to engage with customers and gain insight into their experiences.
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Bill Burnett and Dave Evans, keynote speakers at the 2018 Cloud Conference and authors of the New York Times bestseller Designing Your Life, have an idea to help. For example, Dave points out that there is a subtle but important difference between a lawyer telling a client what to do and giving the client multiple options, explaining the outcome, and letting the client make a choice. the center of the experience. Yes, in the latter case, the customer is at the center of the experience.
To better understand the customer experience, Bill suggests taking the time to have a coffee with some past customers and ask them about their case. “You can get unexpected answers,” Bill said. “They might say, ‘Well, I don’t understand.'”
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