Even the most junior legal assistant could tell you that customer satisfaction is vital to a successful law practice. After all – clients create revenue and drive referrals.
But what generates the difference between happy and unhappy customers?
To answer this question I urge you to consider the following findings by the BTI Consulting Group: 87 percent of people would “replace a current firm if given a good reason” citing poor communication as the key determinant(1). And now ask yourself: how do you communicate with your clients? What is the extent of your relationship? Do you keep in close contact or reach out only when absolutely necessary? The buyers of your services say it makes a big difference.
The nature of client-attorney communications is incredibly dynamic. As time goes by, there are more and more things to keep track of. According to the Law Society of Upper Canada, lawyers can cultivate happy clients by keeping them regularly informed of the following(2):
- Goals, objectives and strategies that develop over time
- Breakdown of ongoing fees and disbursements
- Review of any advice given to the client
- Review of the law as it pertains to the case
- Changes or anticipated changes of file transfer to other council
By maintaining a continuous dialogue, you can give your clients peace of mind and build a level of trust. From there on, you begin to develop a positive reputation, which could substantially increase the chances of repeat business. Keep these points in mind next time you evaluate your personal procedures when it comes to dealing with clients.
The TitanFile platform helps lawyers communicate with their clients through Channels. One click creates your unique, private pipeline; add a client from your Contact menu and you have just begun your successful relationship. Within this Channel, you and your client can message in real time, keep track of the case as it happens, and never lose a valuable document again! And the best part? TitanFile prides itself on security by default – no need to work for it.
So what are you waiting for?