Creating happy clients is one of the secrets for building a successful business, even in the legal industry. With this, it is important for law firms to not only meet but also exceed client expectations. How is this possible? Keep on reading and we’ll list down some of the best ways to go above what the clients anticipate from your law firm.
- Be Quick Without Compromising the Outcomes
Law firms should be quick when resolving the problems of their clients. While speed in legal service delivery is important, the quality should never be compromised. To help you deliver fast and top-notch legal services, you should use law practice management software, such as what Rocket Matter can provide.
- Send Bills on Time
Your clients will appreciate it if you can send invoices on time, which will also make sure that they pay based on the schedule earlier agreed upon. Billing mishaps can be frustrating! Use legal billing software to make things easier. One of the legal software features is that you can automate the creation and send of invoices. You can even customize the billing statements and provide a detailed explanation of every item in the invoice.
- Under Promise and Over-Deliver
Law firms should not make promises that they cannot make true. To prevent clients from having expectations that are too high, under-promise. While you work on the case, try your best to over-deliver. This is a good thing because the clients will not expect too much from the firm, but in the end, they will be surprised after getting more than what was initially anticipated.
- Talk Like a Friend
When you are giving advice to your clients, do it like a friend and not as a lawyer. Nonetheless, learn how to draw boundaries to keep the relationship professional. By being a friend, the client will be more open, and it can be easier to resolve a legal predicament.
- Improve Availability
One of the easiest ways to exceed the expectations of your clients is to be available whenever they need legal advice. Even when you are out of the office, try to be as responsive as possible when they get in touch. Whether it is through calls, texts, or emails, among other platforms, keep your communication lines open.
- Gain Their Trust
Trust is something that is hard to earn. Find ways to gain the trust of your clients. Make them feel that you are a friend they can confide in. Show them that they are in a safe place when they talk to you. Be objective when handling cases and do not be judgmental.
- Go the Extra Mile
Do not settle for anything less. By going the extra mile, you can exceed their expectations. It can be a simple as being attentive in your emails and correspondences to make sure that you do not commit any mistakes. Going the extra mile is also possible by checking how your clients feel about how the case is progressing. You should also learn how to become a listener.
From the quick delivery of legal services to improving your availability, consider our suggestions above to exceed client expectations. Doing these things will help drive profitability.