A legal firm needs the expertise to give its clients the best chances of seeing the outcome in cases that they want. There’s no debating that. However, it’s also a business. Its clients are also its customers. No business can run without not only taking the needs of the customer but the wants and the best ways to implement them into account. If you want your team to be successful, you need to turn clients into fans.
Make it known
Getting clients is, of course, essential. Building good word-of-mouth and winning a reputation comes with time, but that doesn’t mean you can’t have any influence on it even in the earliest of days. For instance, building a strong online presence, with a well-branded site and content that can provide advice and expertise to even the casual viewer gives you both a professional look and shows that you know what you’re talking about. You should work on spreading the brand far and wide, then backing it up in practice.
Know the qualities clients want to see
Your branding and your interactions with clients should also be influenced most by the kind of qualities people expect from legal representatives. Experience in the fields you claim to work, good communication skills, a certain chemistry with clients. These are all important. Testimonials can be a great way to provide proof of those qualities, backing up any claims made by the branding.
Make service a priority
You need some professional distance to be able to work well with clients in a case. That said, being able to retain them as customers is just as crucial. Customer service needs to be a big part of what you provide. Responsive answers and accessible service for clients, potential, current, and future, is essential. While good communicative skills are essential for implementing your strategy, don’t forget that this means listening, too. Hearing what they say, as well as what they’re not telling you, can ensure you root out any issues that could get in the way of providing your services.
Reduce the errors on your end
One of the problems that can get in the way of that service is the administrative errors that can get in the way of how you handle a case. For instance, if you’re not using the appropriate enterprise legal management methods, tracking different contracts and organizing workloads can get overwhelming. This slows the business, which slows your ability to respond to and work with clients.
Interface better with in-house counsel
If you’re working with businesses, you have to get very used to in-house counsel. Disagreements can lead to gridlocks between your client, you, and their legal departments. So, make metrics the foundation of relationships with in-house counsels. A reliance on data can help you keep the relationship from getting mired in disagreements, most of the time.
Many clients are going to be happy to support the business if you win for them. But that doesn’t mean you shouldn’t do everything in your power to offer them an even better service. To that end, keep the above tips in mind.