Attorney at Law Regional Edition Inaugural : Page 25Good client service is about relationships, not about law. Law is the service your lawyers provide, but what makes it good is how the client is treated. They want their law firm to understand their industry and the objectives of their firm. They don’t want their lawyers to talk down to them or their department associates. They want value from their lawyers – from clearly defined budgets to understanding what the client is supposed to accomplish. Good client service grows out of the established relationship.       1SVIJSGYWSRWXVEXIK]XSEGLMIZISFNIGXMZIW &IXXIV[E]WXSEVXMGYPEXIWTIGM¿GTSMRXWSJZEPYI &YHKIXW IWTIGMEPP]JSVPMXMKEXMSRERH-4 1SVIGSWXGSRWGMSYWERHGSWXIJJIGXMZITVEGXMGIW 6MWOWLEVMRK &VSEHIVWIVZMGIWJVSQEWMRKPI¿VQ A+ Ask, Don’t Guess What is good service for one client is not necessarily the best for another. That is why it is important to ask, “What does my client consider good service? How does my client want me to communicate with him?” You will often find that communication is the key aspect of good service. In a 2005 report from BTI Consulting Group, clients said that they wanted: Most of these points are based on good communication between lawyers and their clients. Without understanding what the client wants – and this means your lawyers must ask and delve into the specifics of their clients’ needs – your lawyers will miss opportunities to provide good service. If you’re not asking your clients what they want, someone else will. Find what your clients need and give it to them. It often has nothing to do with the law. t t t t More focus on strategy to achieve objectives; Better ways to articulate specific points of value; Budgets, especially for litigation and IP; More cost-conscious and cost-effective practices; t Risk-sharing; and t Broader services from a single firm. Dee Schiavelli of Results Marketing is a strategic marketing coach and trainer for lawyers and their firms. She is also a certified Social Media Strategist. Dee can be reached at 520.229.3241, dee@resultsmarket.com or www.resultsmarket.com. June 2012 Attorney at Law Magazine ® | 25 Publication List Using a screen reader? Click Here |
