Customer Service Is A Cornerstone
As a solo attorney, customer service is an area of your business that can set you apart. It's really true of any business, but it's something you can definitely do better than the guy with all the billboards. From the first phone call, to the way you communicate with the client about their case, every interaction says something about who you are and how you will be talked about to others.
You can put money and time into a marketing campaign designed to drive traffic to your website and ultimately result in a phone call. But, if the person you have answering the phone is unfriendly or even just bored, the first impression of your company just took a hit. If you’re not available to do some damage control, they won’t be calling back. Marketing bucks wasted.
Take a minute to consider your processes and look for areas to improve that customer experience. A focus on improving this area of your business will lead to more clients and more referrals, so it's worth your effort. It’ll pay compounded interest.
If you've put some energy into the customer experience, please share what you discovered and areas you improved.
Business Coach Helping Roofing Company Owners "Uplevel To Sell"
8 年Thanks Dianne Dawson, M.A. Very true. You want that person to qualify callers so the attorney or business owner isn't wasting time with a meeting. Still, you don't want a robot asking you questions about sensitive issues. There's a balance. I like CallRail.com for tracking and recording calls. It allows you to work on a call script and then fine tune it with your employee. Periodic review also helps to make sure "friendly and helpful" is consistently coming across as a first impression.
Business Coach Focusing on Business Growth
8 年Great points, Josh Langford! I'll add that an over-zealous gatekeeper can keep new business out, especially for an attorney when the prospective new client may be hesitant about sharing too much detail with the person answering the phone. Sometimes business owners forget just how much the person answering the phone is representing them and the potential lost business at stake.