1. Courtesy consultations with newly referred members help you and the client decide if you will be a good match for their case. 
2. An efficient new client intake process is a great way to get all of a member’s important information at one time.  Here is a new client intake form, provided by Pre-Paid Legal Services, that you may use to record new client information.
3. Explain clearly your fees, retainer agreement and the 25% discount to members.
4. Respond to referred members’ calls within 24 hours.  Timely responses help eliminate unnecessary member complaints.
5. Keep members informed of their case’s status.  If there is a new development in the case or if you have been waiting for information from the client or a third party, call or write and let the client know what is going on.
6. Follow up with clients once the case has concluded to make sure they have all the necessary paperwork and understand the outcome and consequences.
7. Ask the member for feedback. This helps you understand how clients perceive your firm.  Ultimately, productive feedback from clients will help you refine your customer service.

WOW Service from the Heart: Communication

Effective communication is a cornerstone of the legal profession.  An attorney who provides great legal advice, but does not communicate effectively will have an unhappy client.  The following 5 steps will help ensure successful communication between you and your clients.

• Ask the right questions. Actively asking your clients questions that help you gain understanding also shows your level of interest and concern.
• Take notes. Notes provide you with a record of information gained during consultations, but the act alone will improve your ability to recall information and develop questions.
• Show you are listening. Following the steps outlined in last month's article on focus will help build better communication with members.
• Restate your understanding of the conversation. This will help clear up any facts you may have missed and will put you and your client on the same page.
• Let the client know what you can do to help them. Give them an assessment of where they stand and let them know how you can help them resolve their matter.  Providing them with a timeline for the case is also helpful.

Law Firm Websites: Content Overview

Last month we covered the anatomy of a law firm website’s home page.  This month we will cover important content elements that should be included in every law firm website.  Your site’s content will help improve your search ranking with sites like Google.  It will also keep potential clients coming back.

• Home Page- Your site’s home page text should include basic introductory information about the firm. Below are some suggested areas to touch upon.
  • A brief message to potential clients about your practice. (i.e. your elevator speech)
  • Years of Experience
  • Practice Areas (It is a good idea to list your practice areas.)
  • Jurisdictions (It is a good idea to list the courts and counties where you practice.)
  • Updates – A portion of the front page may be reserved for important firm updates. These can include new site content, blog posts, new attorneys or links to pertinent news articles relating to your firm or applicable practice areas.
• Attorney Bios - The attorney bio is the page most visitors check first after the home page. Include as much information as you can about your law firm’s attorneys and your practice. Try and build a personal connection. You want the visitor to feel like they know you and that you are not just another fill-in-the-blank attorney.
  • Number of Years Practicing
  • Practice Areas
  • Education
  • Special Certifications
  • Bar Affiliations
  • Community Service
  • Organization Membership
  • Publications
  • Speaking Engagements/Events Attorney Bio
  • Why You Practice. (Tell your visitors why you do what you do. Why do you practice law? Why you focus on your particular practice areas? This is your chance to build rapport.)

• Contact Page- A contact page will allow visitors to your law firm’s website to easily contact your firm. It will not need a great deal of content, but it should be clear and easy to use.
• Practice Areas - List all of your practice areas and be as specific as possible. The more you list the better. Also, be sure to include practice areas that many lawyers in your area do not cover. These have a good chance of boosting your search ranking because there is little competition.
• Resources
  • FAQs or other information that may be useful to potential clients.
    • For Example: A chart listing DUI penalties in your state, or an FAQ on what to do if you are facing divorce. The more information you provide the greater the likelihood that potential clients will find your site.
  • Link to sites that might be helpful to your potential clients - Linking to respected and high traffic websites will help improve your law firm website’s search ranking. These sites may include the DMV, the State Supreme Court, the state bar and other sites that may be helpful to potential clients.