Client Service Tips to Keep your Clients Happy

November 14, 2009
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Great client service = client retention and word-of-mouth referrals. I doubt many lawyers pay much attention to client service, or have any policies in place about client service.  This is a big mistake.  Happy clients are will keep coming back and tell other people about you and your firm. The following are some basic client service techniques that are sure to help client retention at your firm. Live telephone reception.  I've been tempted to get automated answering, but I have to say I sure appreciate a live-person when I call somewhere.  I know you and your clients do as … [Read more...]

Add Law Firm Value by Helping Clients: Ask these 2 Important Questions

November 25, 2009

A lawyer's core job is helping people; client service is where to start. We help clients with problems or to prevent problems.  Practicing law is a customer service business. The fact is “customer service” is often a neglected aspect of practicing law.  Do you and your office ever speak negatively about a client?  If so, and we all do it, at those moments, we’re forgetting our core activity which is helping people. Working on files and running law firms require a variety of activities; we wear many hats.  Sometimes we resent having to do some of these activities. Our … [Read more...]

Sending Clients Season’s Greetings

December 5, 2009
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The Holiday Season is upon us.  Do you make the effort to wish your clients a happy holiday or season's greetings? Happy Holidays! I'm not one to deluge clients with e-mails and messages.  I'm not a fan of of constant contact marketing because I'm tired of receiving meaningless messages from companies. That said, I don't balk at receiving happy holiday or birthday cards and season's greetings messages. This year our firm sent out its first season's greetings newsletter.  Yes, it was printed; I opted for a hard copy season's greeetings for two reasons.  First, many of our clients … [Read more...]

A Virtual Law Office: Advantages and Disadvantages

January 24, 2010

The growth in the virtual law office concept is pretty big these days.  There are a number of reasons why this is the case, but the biggest is that technology is now at a point where 100 percent of certain legal services can be delivered electronically. 1.  What is a virtual law office? A virtual law office is a when legal services are delivered solely electronically via the internet, telephone, online meetings, video conferencing, e-mail, fax, and even cloud computing document storage and sharing websites. Some might argue that a pure virtual law office requires no verbal contact … [Read more...]

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