A thriving business depends on its clients’ satisfaction. This is especially true for an attorney or advocate. A somber client can be detrimental personally and for the business; therefore, satisfying clients should be one of your top priorities.
How an Unhappy Client Could Affect Your Firm
When working with an unhappy client requires extra time and energy, it prevents you from working on something more productive, resulting in a financial loss for your business. If someone is unsatisfied with you or the service, he or she will continue to call you to complain about the case, about your work, and likely anything else. Additionally, a displeased client will likely try to contest any fees that you request. In both cases, an unhappy client can end up impeding your firm’s profitability.
Most importantly, once a distressed client leaves your office, he/she will result in negative word-of-mouth advertising for your firm. In an industry where testimonials are key, you can’t afford negative reviews.
Taking the Necessary Steps to Please Your Clients
It’s vital that you take that extra step to keep your clients happy. First, always be very transparent about how your firm operates. For instance, make sure they understand any fee agreements they’re signing, when they will have to pay you, and how the application process works. If there’s anything your clients don’t know, they will feel like you’re hiding something or sneaking in hidden fees, and trust between you will be lost.
You should also continue checking in with your clients throughout their case processes. If you’re helping someone with a Social Security disability case, the claimant could be your client for up to two years. Therefore, keep your client “in the loop” when any paperwork is signed, medical records are received, or when the application status changes. Keep track of your cases and easily update clients with a web-based case management software.
Most Importantly: Listen to Your Clients’ Needs
Take the time to listen to your clients. While certain industries introduce automation in place of employee and client interactions, attorneys or advocates frequently highlight their level of personalized communication with their clients – as they should. A case is very personal, and each claimant should feel that his/her attorney or advocate truly cares about their cases and their clients. Taking the time to listen to your clients about their cases, their questions, and their lives in general can show the client that you care about them on a personal level.
Whether they’re applying for Social Security disability benefits or for personal injury compensation, clients can often feel uncomfortable re-hashing the painful details of their cases. A simple, patient conversation can go a long way in keeping your client happy with you and your services, as clients often just want someone to listen to their concerns.
Can a Case Management Software Help?
Unfortunately, it’s impossible to appease every client. However, keeping interactions transparent and personal will help to keep your clients happy. Not only is a happy client someone with whom you’ll enjoy working, but he or she will also provide a lasting impact by spreading positive words about you and your firm. It’s a win-win-win situation for your client, you, and your business.
To keep in touch with your clients and allot time to have personal conversations with them, consider adopting a case management software. eLuminate, eGeneration’s case management software, was built in-house to simplify every stage of the process – from client acquisition to a case settled in court. You’ll be able to see at a glance which client is at which application stage, as well as send personalized mass emails to check in with your clients. To learn more about eLuminate call us today at 617.800.0089.