Below are five common client
service touchpoints that every client experiences when working with a lawyer
and law firm. Review them and ask yourself:
- How well do I perform during each of these?
- Do I leave each client feeling good about working with
me?
- Most important, do I know which three touchpoints
clients rate highest and value most?
Knowing and improving the
client experience during the three most important touchpoints can make a major
difference in a lawyer’s and law firm’s reputation, revenues, referrals, and
profitability. Here are those five common client service touchpoints:
- Initial
Meeting – Did the potential client feel understood, cared
about, and important, and have a sense of trust and confidence that the
lawyer can help?
- Hiring
the Lawyer – Did the potential client feel as though he/she knew
what to expect, the approximate total cost/fees, what the lawyer would be
doing, and when the lawyer would get back to him/her?
- Working
with the Lawyer – Was the client able to get timely access to the
lawyer at any time? Was the lawyer responsive, and did he/she have an
appropriate “bedside manner”?
- End of
Case/Matter – Did the client feel like the lawyer/firm went over
and above what was originally expected? Was something added/given beyond
what the client initially expected?
- Final
Bill/Invoice – Did the client recover more than originally
expected? Was the total amount the client paid clear, straightforward,
fair, and reasonable considering the result?
If you want to learn what the
top three most important touchpoints for clients are and specific, proven ways
every lawyer can improve them, register for this webinar being presented by
Julie Savarino, one of the world’s
highest-rated
and most-recommended business development
advisors, speakers, trainers, and coaches for lawyers and law firms. Identify& Upgrade Your Client Service Touchpoints to Ensure Client Satisfaction,Increase Referrals & New Business for Lawyers©, being held Wednesday,
July 26, 2017 – 12 Noon to 1:15 p.m. Eastern.
ü Best Practices in Providing Sales Coaching to
Lawyers©, being held Wednesday,
August 23, 2017 – 12 Noon to 1:15 p.m. Eastern.
ü Best Practices to Improve Your Firm’s Marketing &
Business Development Return on Investment (ROI)©, being held Wednesday, September 20, 2017 – 12 Noon to
1:15 p.m. Eastern, featuring guest speaker Jennifer
Petrone Dezso of the renowned
BTI Consulting Group.
