Client Experience: How to Improve Yours

You can be the greatest technical lawyer in the world, but if your client experience sucks, your business will suffer.

Here’s an analogy:

Imagine a great chef. They make the most amazing food. But their restaurant’s service sucks. The reservation process is a nightmare. Servers are rude and non-responsive. Customers have to ask to get things without the servers proactively offering them. Food is delayed. Drinks are never re-filled in a timely manner.

Can you see how this might translate to a law firm?

Customers seeking a new consult don’t get a timely response. Intake staff is rude and not welcoming. Lawyers and staff don’t update their clients.

Now let’s take it one step further:

At least the customers at the restaurant know when the end product (i.e. the food) is good. Most legal clients can’t tell what represents a great result and, even if they did, they have a hard time understanding how you, as the great lawyer, would be able to get it but some other law firm wouldn’t have gotten it. What the legal consumer does know is how they feel about your client service, which will impact how they feel about their result.

If you want to run a great business, being a great lawyer isn’t enough. You have to focus on the client experience. If you combine a great client experience with great results, the client referrals will come.

What do you think? Join the conversation with me on LinkedIn.