Thursday, March 28, 2019

Top 15 Ideas to Improve Client Service

Originally published by Cordell Parvin.

  1. Learn about their business and their industry at your expense.
  2. Identify needs of client and services that have a high impact on the client’s ability to achieve its goals and become expert in those services.
  3. Ask clients to identify their objectives before beginning work and then offer a plan to achieve those objectives.
  4. Place lawyers in clients’ offices so they can truly know the clients’ needs, wants and desires.
  5. Conduct seminars and workshops for clients. Obtain CLE credit if client has an in-house legal staff.
  6. Seek to use technology to improve efficiency and provide more cost effective services.
  7. Establish scope of work, provide an estimate of time, and prepare a budget at the outset.
  8. Advise clients when scope of work has changed, time required to perform work, or fees may exceed the budget.
  9. Prepare an agenda for each meeting with specific stated objectives and be prepared for the meeting.
  10. Keep client informed of progress.
  11. Exceed client expectation-throw in some extras.
  12. When something goes wrong, apologize.
  13. Let clients know when they, or others, can do the work better, or at a lower cost.
  14. Make sure bills are accurate, reflect value of the work performed, do not have names of billers unfamiliar to the client, and prepared in accordance with the clients needs.
  15. Get to know your client representatives on a personal level.

 

The post Top 15 Ideas to Improve Client Service appeared first on Cordell Parvin Blog.

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