As lawyers, it’s easy to get bogged down in the macro and the micro. The health of your business and overall strategic direction of your law firm is always on your mind, while the specific details of a case or internal processes are difficult to avoid.
The most successful law firms find a way to cut through both and put their clients at the center of their operation. Here are three things to keep in mind as you create your strategy and think about the tools to invest in.
#1 Make communication easy
Your clients want to feel like their case is the only one you and your team is focused on. While that probably isn’t true, it should feel that way to them. Getting in touch with your team or checking the status of their case should be a simple and easy process, without any lag time waiting for a call or email back. The top law firms take it a step further and focus on automating the process. Make sure to set up processes, train your staff, and invest in tools to make it happen.
#2 – Don’t ask your clients twice
Gathering information from your clients is a necessary step in the process, but nothing makes them feel devalued more than having to repeat info, resend files, or rehash emotional issues that they’ve already discussed with you. Make it easy for your clients by storing case details in an easy to access digital platform that can be used by all staff members.
#3 – Provide a consistent experience
Every touchpoint with your client matters, and your client wants to know what to expect every step of the way. Nothing is more frustrating for a client than having to deal with different methods of communication (phone, email, etc.) and different people (lawyers, paralegals, administrative staff) depending on the type of question they have or time of day they want to ask it. Consider a digital approach that streamlines the entire process for all customers.
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NEUTRINET is a legal software built for a consistent client and legal team experience. Manage documents and client communications through an easy to use client portal, automate case workflows with a library of templates, and e-file tedious forms like DS-160.