Before our Rainmaker Retreat in New York last weekend, I had one of my associates call the offices of each attorney attending.  The idea was to gauge the first contact experience and when we presented the results, eyes started popping.

I know many of you think your firm is different and that you do really great at customer service, but it’s just not true. A few things you can do immediately so the first impression is better for those contacting your firm:

1.  Don’t just pick up the phone and say, “ABC Law Firm, please hold”.
2. Make sure to ask for the person’s name and treat them like a human, not potential revenue.
3. When you say you will do something, do it. My associate was told multiple times she would be sent information through email and never was. This erodes trust and doesn’t make your prospect think you will actually do what you say you will, when you say you will.
4. Reach out to your clients once a month even if there is no update on their case so they know you are still working on it. This is particularly important with personal injury cases. Each week or month simply send an email and give the client an update so they don’t feel forgotten.

We spend a lot of time talking about ways to micromanage the client experience.  This is because once you get it right, you will start converting prospects and getting repeat business like crazy