I recently reflected on my experience as a builder's client when I renovated my house. It was a 12-week project that turned into a 10-month project and had us out of the home and floating around from Airbnb to Airbnb. To say that it wasn’t stressful would be an outright lie. It was an incredibly hard process for me, the costs were stressful, and everything was out of my control. 

There are aspects of the service that I received that were great and others that were not. As a client, the small things counted a lot towards my satisfaction with the service I received. Apart of course from having a well-renovated home.

We can forget what it is like to be on the other side of the fence as we get used to dealing with legal matters. Clients can feel stressed, out of control and that they are not receiving value if the small parts of the service are ignored. 

I find as a leader of lawyers that, I get complaints from clients mostly for the small things. But for them, in turns into a major. It could be not returning a call, not updating or a lawyer saying they are really busy! 

In this podcast, I share the tips that make you a great law firm to deal with. These are all simple to implement into your practice. If you have a team, ensure you speak to them about your expectations for service and brainstorm together how you would like to be treated as a client. 

We are here to help our clients with their legal issues, however often, there is much more to the story for our clients. There are emotional aspects to why they need to engage a lawyer, and it is important that as lawyers to give the best possible service, you show an interest in other aspects of the client's life. 

Ensuring that clients are not left wondering how their matter is going, but rather acknowledging client inquiries and returning calls even when there is nothing to update. Being proactive and calling clients to check in with them and to let them know the status of their matter. 

Clients like to feel like they are a priority; I certainly did when I was a client of my builder and was getting my renovation done. Saying that you are too busy for their matter or that they are not a priority is not going to help you build a close relationship with your client. Clients don’t care about your other clients! I find one of the complaints that I receive from clients about my team is that they were made to feel that their matter wasn't important. It is difficult when you are running many matters, and some have higher priorities than others. The key here is to be careful in the language that you or your team use to ensure that your clients feel that they are getting the attention they deserve. 

Following up with your clients and making sure that everything is going well for them is great client service. You will have your client coming back to your legal service when they require it, and they will also send you referrals. Going the extra mile always pays off. 

No one likes surprises when it comes to their legal service. You must have really clear communication with your clients through the client journey to ensure that there is transparency every step of the way. 

Not all, but most surprises are unavoidable if the lawyers in your firm are open and transparent with their communication.

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