Your clients trust you with what can be the biggest transaction of their lives—buying or selling property.
As such, it is essential that you consider how effectively you’re managing your client relationships. In fact, if managing client relationships doesn’t form part of your current business development plan, it should. Good client relationships benefit everyone: For conveyancing professionals, it means more positive word-of-mouth, referrals, online reviews, and increased revenue. For clients, it means a more reassuring experience at what can be a stressful time and a better experience of the law.
Thankfully, just a few simple measures can make the difference for your clients. Communicating consistently, billing clearly, and seeking feedback regularly on your firm’s performance are all ways to make sure your clients feel that they are your top priority.
To make great client care your differentiator, here are four key things you can do:
1. Consider your client’s perspective. Creating a better client journey and overall client experience at your law firm means truly seeing things from your client’s perspective. Don’t make assumptions: Stay engaged with your clients, and look for opportunities to get insight into their experiences.
2. Care for your clients and consider their needs. Your clients come to you for more than legal advice: They may need you to provide peace of mind, reassurance, emotional support, advice, and more—even if they’re business clients. Take full account of this, and you could help your firm stand out in a tremendous way.
3. Think about your clients first. When your law firm makes a decision, evaluates a new tool, or tries a new process, do you think about how it will impact your clients and their experiences? Thinking of your clients first in all things is the first critical step towards running a more client-centred practice.
4. Communicate clearly and often. Client-centred communication means more than just providing updates on clients’ transactions: It’s about being proactive so that clients feel informed, and taking the time to ensure clients truly understand everything that is going on. This is important throughout the entire client journey, from intake to invoice.
Want to learn more about what you can do to make your firm more efficient, resilient, strategic, and effective? Clio’s free report “Better Business Development for Solicitors” can help. You can read it here.
This article was submitted to be published by Clio as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.
