Personalized Interactions Lead to Happier Clients
Some claimants, such as those seeking Social Security disability benefits, come from adverse conditions. They’re disabled, they’re frustrated by the SSA, and they want someone who can help them through the difficult application process. A Social Security disability claimant is more likely to initially hire an attorney if he or she believes that the attorney truly cares about him or her. Clients do not want to feel like they are simply another business transaction, especially considering how sensitive the subject matter may be.
Happy Clients Result in Better Business
Having meaningful relationships between you and your clients can help you see better business results. Besides helping claimants, a friendly relationship could help you be better prepared for the case. If your Social Security client feels comfortable with you and your associates, he or she is more likely to hand in paperwork faster and describe in greater detail relevant information about the case. Sometimes the small, personal points are what make a stronger case.
Additionally, a client is one of your most powerful sources of word-of-mouth advertising. Your client will walk away remembering two things: the settlement, and how you treated him or her. You will of course do whatever is in your power to win the best settlement; however, sometimes the outcome of the lawsuit is beyond your legal expertise. Even if the case is lost, if the client felt as if he or she were treated well throughout the process, your client is still likely to give positive reviews of your firm to friends and family.
How to Make Your Interactions with Clients Special
It does not necessarily have to be time consuming to individualize your interactions with your clients. For example, whether you or your paralegals are speaking to clients, simply asking questions about the person’s day, about their family members, or other personal details could help you establish connections with your clients.
If your firm uses client management software like eLuminate, you could take advantage of the software to make your clients feel like individuals. For instance, when you send out mass emails or letters, if the software permits, it’s easy to personalize each letter with auto-fill fields that include the claimants’ names. If the software allows you to track custom information, you could send clients individualized reminders, such as what day and time they have an appointment with you, or any updates you have on their case.
Establishing yourself as a person rather than just an attorney could also help you create a connection with your clients. You could send out mass newsletters or update your social media about your firm and yourself. Additionally, when the holidays come around, you could mail the clients holiday cards. If you take cases locally and if you have an opportunity to do so, you could meet with claimants in person instead of only speaking with them on the phone.
Building Relationships with Colleagues in Addition to Clients
Aside from developing a personal connection between your firm and your claimant, meaningful relationships within the office could help the firm better streamline your practice. If coworkers get along and want to help one another, they will develop better teamwork. Stronger teamwork results in cohesion of your firm, which leads to greater efficiency and profitability of the company. If each team member has the company’s goal in mind and can relate to each other personally, working together will be a nicer experience. It is much easier to work with someone you care about, rather than someone who you feel is another part of the conveyor belt.
In short, many businesses might say, “It’s nothing personal, it’s just business.” However, when thinking of your clients or your coworkers, your firm could definitely ease the process of winning claims if your clients or coworkers feel like individuals who matter.