5 Customer Service Tips to Gain & Retain Clients

You’ve developed a brilliant marketing strategy. Your office looks amazing. You suit up and arrive at the firm. Your phone is ringing and potential clients are flooding in. But are they signing with you? Are they giving your firm their business and spreading the word about your practice to their family, friends and professional contacts?

If you feel like you may be missing opportunities with clients, there may be opportunities to adjust your customer service practices to increase your caseload growth, profit margin and reputation. Here are 5 tips to help you gain and retain clients:

Tip 1: Immediately respond to the initial personal injury inquiry.

When a prospective client calls reaching out for help, often times they are anxious and impatient. In many cases, they are in a vulnerable position and desperately seeking legal guidance and options. Answering that call live and speaking with them immediately provides the best opportunity to bring them on as a client. However, even if you are unable to reach them live, then a prompt response to their message helps increase the chance of winning the case. Time is ticking, and with each passing moment the potential for them to contact your competitor increases.

Tip 2: Have sympathy for their situation and injury claim.

Often times, when you first listen to the personal injury claim of a prospective client, it may seem that their case has limited potential or not applicable to your area of law. However, by taking the time to show genuine concern, ask the proper questions about the case and show an interest in helping them, you can create a sense of trust and identify the entire situation. You never know when they will share that one detail that changes the case from insignificant to a major case. And even if it does not turn out to be a case, their experience with you can result in them referring their friends and family to you when they need help.

Tip 3: Don’t use confusing legal jargon.

Most people contacting you have very little, if any, legal background. Using technical legal terms and explanations can be confusing and frustrating to the typical person, and may even make them feel uneducated or overwhelmed. Take the time to explain the laws, legal terms and legal process in such a way that the prospective client understands. Hearing you explain the law and legal options in an easy-to-understand manner can help the personal injury claimant have a sense of confidence in their case and using you as their attorney.

Tip 4: Copy clients on all communications regarding their personal injury case.

Being informed and seeing progress in their personal injury case is important for client retention. Many personal injury clients are evaluating whether or not their attorney is taking actions in a timely manner. To help with client retention, copy them on all communications (e.g., faxes, emails and information sent via postal mail) so they know that progress is being made on their case. By copying clients on communications, they can also retain their own records and stay informed about the status of their case.

Tip 5: Engage personal injury clients frequently.

There will be lulls in the case as you wait for responses from other attorneys, manufacturers, doctors or anyone else involved. Don’t keep your client waiting or guessing about the status of their personal injury case. Give them a call or send an email to let them know what is going on with their case, to see how they are doing and if they have questions, or to inquire if they have any new developments that may help you in the legal process. Make your client feel included and part of the personal injury case for which they have retained you.

Lawyers face many challenges in their day-to-day practices, from marketing and lead generation to client management. Often when faced with too much, the small things, like service, can fall by the wayside. If you are looking for a quick way to improve your overall practice, tidying up your customer service approach can make a huge difference.

To learn more about RW Lynch and our lead generation program, please visit www.rwlynch.com or call us at 1-800-594-8940.


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