In today’s digital age, how can you provide amazing law firm client service?

With emails, texts, and phone calls coming in 24/7, it’s easy to feel more like a customer service agent than an actual attorney. This episode goes over the four ways you can make your communication a lot less stressful and strengthen your relationships with clients.

Here are four tips for providing excellent law firm client service:

1. Set communication expectations with clients.
At the start of any engagement, you have to explain to clients what they should expect in terms of communication. Give them an idea of how long it takes to return phone calls and emails, and then deliver on those promises.

2. Have staff follow the same expectations.
In order to provide amazing law firm client service across the board, you must ensure that all your employees are following the same set of communication standards. Clients should be able to expect to receive replies from your staff within the same time frame that you provided.

3. Communicate efficiently.
Send short and concise emails and voicemails to your clients. If you need to send anything longer than a few sentences, schedule a phone call or send a screen recording clip instead. Not only will you save time, but it also makes information easier to understand on the client’s end.

4. Stick to the budget.
The minute you forget about the budget and send a bill outside your client’s expectations, you ruin all the rapport you spent time building with the client. Check in with clients frequently to give them status updates on where the bill is at. Don’t surprise them with something well over what they anticipated.

Timestamps:
00:57 - Client service in the digital age
01:20 - Building a rapport with clients
07:54 - 4 tips for keeping clients happy
09:28 - Set communication expectations with clients
14:52 - Have staff follow the same communication expectations
17:00 - Communicate efficiently
20:22 - Stay on budget

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Start, run, and grow your law practice with Josh Gerben. This show discusses law firm management, legal marketing, the art of hustling, and everything else they didn’t teach you in law school.

Join Josh and learn how to obtain more clients for your law practice, build a personal brand, implement powerful systems to increase the efficiency of your law firm, increase your revenues, and put yourself in the position for a fulfilling and secure legal career.

Josh Gerben is the founder of Gerben IP, a state-of-the-art law firm that has won national and international recognition for its ability to deliver high quality legal services at a fraction of the cost of big law firms.

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