Customer Service in your Law Firm

When you think of customer service, a law firm is not what you had in mind. A retail store, yes, a car dealer, yes, but a law firm? But think about it. Customer service is all about how we treat our clients, our vendors, our opposing counsel. Are you providing excellent and correct customer service? Here are a few things to consider:

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1. Be friendly, but professional. When we interact with other people, greet them with a smile. Even on the phone, a smile will change the tone of your voice. And always be professional.

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2. Make clients feel important and appreciated. Call them by “Mr.” or “Mrs.” and be sincere.

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3. Watch your body language. Are you standing with your arms crossed and head down and a frown on your face? Before any words are spoken, your body does the talking for you. Always be aware of how you come across.

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4. Take the time to listen to the client. You can save your attorney a lot of time by helping identify the client needs by asking questions and concentrating on what the client is really saying. 

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5. Be careful with email. Once you have hit “send,” it is out there. If there is any question about the appropriateness of your email, check the content with your attorney. And do not automatically hit “reply all”—there may be someone who shouldnot be privy to the response you are sending. 

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6. How can you serve your client? When they have a reasonable request, tell them that you can do it. And always do what you say you are going to do.

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7. Be positive. Maintain a reputation of excellence. Being positive and demonstrating consistent diligence and efficiency will give clients confidence in your abilities. They will come back to you because once they feel they have the best, there is no need to look any further.
Offer the best customer service you can ethically give. Be the best you can be in your profession and find joy in performing a job well done!