If you run a law firm and you want to do something that will give you the edge over your competition, ensure you get the best reviews and ultimately mean you get more business then you should make your priority customer service.
Customer service is crucial in any industry but when it comes to legal matters it becomes even more important. What many lawyers can forget is that most people seeking legal advice will be traumatized and upset. It’s a frightening prospect having to take someone to court or being taken to court and the idea of losing money, ending up in jail or just facing confrontation and public speaking is tough for some people to handle.
The job of attorneys then is not only to help people through the technical legal aspects of going to court but also to handle the emotional side of things. As a law firm, you should be sympathetic, understanding and supportive. Maintain communication at all times and paint a realistic picture of what will happen at all times.
This is incredibly good for business. When someone is phoning potential lawyers and feeling very distressed they will often choose the person who can make them feel most at ease over everyone else.
Throughout the rest of the case you need to continue to provide this reassurance and guidance if you want to get good testimonials and referrals.
Furthermore, you need to treat everyone else you deal with with similar respect. This is one reason it’s so important to find the right process servers. Process servers will serve defendants with papers and when they do, they will be representing you. It’s crucial then that they behave in a sympathetic, sensitive and professional manner.
Few court cases go through without someone getting stressed, upset or angry. Your job as a lawyer then is to try and ensure that all negative emotion is kept to a minimum.
