Like any industry, client satisfaction matters when it comes to law. The reality is that clients talk. Happy clients will refer friends and neighbors to attorneys who’ve worked hard to secure them verdicts in their favor. From attention to detail to prompt responses and quality representation, people in the market for an attorney expect top-notch service. If you’ve ever wondered why client satisfaction is so important to attorneys, read on.
Word of Mouth Referrals
Like with any small business, any private practice depends on word-of-mouth referrals to keep the work coming in. A personal injury lawyer, for example, will want happy customers after favorable personal injury compensation verdicts in their lawsuits so that they can refer their friends and family members to that same personal injury law firm after a car accident, pedestrian accident, medical malpractice, or injury at work.
One way a legal team can work to keep clients happy is through the use of a CRM call center to manage calls from people seeking legal advice. With an organized call center system, injury attorneys are able to better manage incoming and outbound calls through a contact center. The idea is that potential clients get the information they need quickly and are more inclined to have a positive experience they’ll tell friends and family about.
Maybe you’ve been in a car accident and need a personal injury lawyer to help you with a personal injury lawsuit. If you’re like most people, you’ll want a lawyer who returns your calls promptly, pays attention to detail and doesn’t treat you like a number. Odds are, after a favorable verdict or financial compensation offer, you’ll be more likely to recommend that lawyer or law firm to your friends and family.
Referral Service Online Reviews
The same way word of mouth referrals add up to the success of any private practice law firm, online reviews are critical for any firm’s bottom line. When someone does a Google search for a term like ‘personal injury attorney in Las Vegas, NV,’ a list of injury attorneys will generally pop up. Most people will scan the list and look at reviews on Las Vegas injury lawyers in a situation like this. It’s only natural that they’d choose the injury lawyer with the best reviews over someone whose reviews are unfavorable.
Customer service and satisfaction play a huge part in the types of reviews any attorney receives online. Most people turn to the internet when seeking help with a trial or obtaining a fair settlement. For this reason, reviews are critical to any law firm’s ultimate success.
As a potential client, when you’re happy with any positive service interaction, you’re more likely to leave a favorable review. On the contrary, if you have a bad experience with an attorney, receive a bad result due to an attorney’s carelessness or failure to show the burden of proof, you might be inclined to leave a negative review that can hurt that firm in the long run. The great part about this is that it will encourage any attorney to offer customers the best legal representation they can because reputation is so important and even more critical in the age of the internet.
Overall Reputation
Rather than have to waste time and money on a reputation restoration or management service or plan, most lawyers would rather take the time to give clients a better customer experience by handling emotional distress, legal matters, wrongful death claims, and more with care in the first place. By paying attention to detail, making use of call centers and paralegals so that clients feel cared for, they’re protecting their overall reputations every step of the way.
At the end of the day, lawyers are no different from any other business professionals. They depend on their reputations, track records, and word-of-mouth advertising for their incomes. For this reason, client satisfaction is a huge priority for anyone who works in the legal industry.
