Building a client-first experience from start to finish is one of the best ways to stand out from your competition. While some firms may focus primarily on opening and closing the most cases possible, taking a more personalized approach can bridge the gap between standard and exceptional service. Choosing the right case management solution simplifies this process by providing easy client onboarding, smooth communication, secure document sharing, and convenient online payments.
In this article, we’ll explore a few general practices your firm can use to build a foundation of client-first service, as well as four key tips (and technologies) to ensure your firm and your clients achieve outstanding outcomes.
There are standard practices all law firms should provide during client correspondence. These include:
Lend a listening ear: As the first part of delivering excellent law client service, listen to your client’s story to understand the needs of their situation. A clear understanding of the client’s particular situation will help your firm work toward the client’s desired outcome and enable lawyers and clients to lay the foundation for a professional relationship.
Provide a plan: During the consultation, guide clients through the legal process and provide a descriptive outline of what your firm can do to help resolve their situation. This should include your firm’s general strategy, how fees are calculated, communication expectations, and a general timeline.
Maintain strong communication: Once you sign on a client, keep them informed on their case at all times. As you receive information and updates, relay those to your client in a timely manner. Even if there hasn’t been progress, don’t forget to communicate with the client to update them on the reason for delays or hold-ups.
Exceptional lawyer-client service starts with strong client relationships from the initial consultation to the conclusion of a case. Those relationships are built by identifying and meeting expectations, issuing strong communication, and providing a positive, seamless client journey.
Each client, case, and matter is different, and anticipating client needs can be difficult. Take a look at your client's journey. Has it been mapped out? Does each step of the journey meet the client’s needs? Are any adjustments needed? Understanding client needs, communicating them to all staff involved, and meeting those needs throughout the case will position your law firm in the exceptional category. This translates into a higher likelihood of positive reviews and increased referrals.
Providing exceptional lawyer-client service is much easier when you clearly define expectations, integrate communication and software tools, and form professional relationships with clients. Here are a few best practices for implementing an excellent legal client service experience:
According to the American Bar Association (ABA), effective client communication is an ethical duty for lawyers. Providing easy, seamless communication can relieve some of the stress your client is inevitably facing. Utilizing a client portal can help lawyers provide a one-stop hub for clients. For example, with MyCase’s client portal, attorneys can:
Quickly communicate with clients with unlimited text messaging
Securely share important dates, documents, and case reminders
Create and share invoices and financial statements
Get paid without collecting credit card numbers
According to research from the ABA, 42% of the time, lawyers take three or more days to reply to a voicemail, email, or web-generated form filled out by a prospective client. In our MyCase Legal Industry Report, which surveyed over 2,000 legal professionals, 50% of respondents claimed that lead intake was challenging.
Delayed responses can result in poor client feedback, lower conversion rates, and negatively impact your firm’s reputation.
Establish responsiveness early on and continuously throughout the client journey. For instance, you can access software to help create and templatize intake forms to fit each appropriate practice area. Once the prospect decides to move forward with your services, offering eSignature capabilities provides a quick and convenient way to finalize onboarding documents.
By creating a seamless intake and onboarding experience, your firm can create a positive experience from the start.
Managing a law firm and juggling multiple clients involves time-consuming day-to-day tasks. It’s easy to fall behind on client communication, billing, and other vital tasks. Providing online debit, credit, and eCheck payment options makes it easy for your clients to pay their bill—while your firm gets paid instantly. In addition, seamless workflow automation can streamline some busy administrative work that often bogs law firms down.
Empathy breeds connection and trust. Carl Rogers, the founder of the client-centered therapy movement, defines true empathy as sensing “the client’s private world as if it were your own, but without ever losing the ‘as if’ quality.” Many clients will not have an in-depth understanding of the legal process, but their case or matter is personal to them. Show clients that you understand their priorities, concerns, and needs.
Implementing a client-first approach increases the likelihood of happier clients, stronger rapport, and firm success. Clients will be much more likely to return and recommend your services—leading to valuable testimonies, reviews, and positive word-of-mouth referrals.
Learn more about how MyCase’s automation and communication technology can streamline your client’s journey from new prospect to future referral by downloading our “5-Star Legal Services” e-book.
And if you’re ready to see how MyCase can help elevate your client services firsthand, try a risk-free 10-day free trial.
