When clients use a personal injury firm to file a claim, their primary goal here is of course to get as much compensation for what has happened to them as possible. This however is not the only role of the accident attorney, because they also need to ensure that they are providing a high quality level of customer service. Our clients tell us time and time again that this is what they are also looking for in a firm, and it is with good reason.
Times are changing in the legal world and service is more important than ever before. This is what it means to our clients and why we need to ensure that we continue to focus on delivering the highest quality service possible.
Unfamiliar
Whilst lawyers are extremely familiar with these kinds of cases and how the process will work, we cannot assume that our clients are. In most cases of course our clients are not only unfamiliar with these cases, but they need to have the communication from their lawyers in order to stay on top of what is happening. Client input in reality is minimal in these cases, but that doesn’t mean that they don’t require regular updates from us in order to feel confident about the fact that their case is in good hands.
Nervous and Scared
Many clients who have been involved in an injury which wasn’t their fault, do not want to be processing this kind of claim. In fact the large majority do so because they understand that it is necessary, but they are often nervous and scared when they are talking with their legal teams. This is exactly why they are expecting a good level of service from you, because it will help to allay any fears which they have and feel less worried about what will happen. In this regard customer service is absolutely critical for these clients.
Reflects Performance
It is not uncommon for a client to have a meeting with a number of law firms before they make their decision as to who they are going to use. If therefore you are not able to offer them a high quality of service, they could easily take their custom elsewhere. Ultimately many clients look at service that they receive as a reflection on how seriously you will take their case and how you will approach it. If they feel that they are not given that service in the first meeting, they are going to simply take their business to another law firm. This is going to mean that your firm loses clients, damages its reputation and ultimately makes less money than it should.
This is exactly why service is so important in the minds of our clients and why we should all be doing more to make sure that each client gets the very best service. In doing this law firms can really make sure that they improve their reputation.
