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 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 client for feedback. This helps you understand how clients perceive your firm.  Ultimately, productive feedback from clients will help you refine your customer service.

WOW: Focus

I promise to not only hear, but listen

A common complaint attorneys hear from clients is that they did not feel like they were heard. You may provide counsel to countless clients with similar issues. However, for your client the issue is often new and extremely troubling. It is important to make sure your client knows you are listening.

Here are some simple steps that will help convey your focus.

Understand the difference between hearing and listening. Hearing is the physical act of receiving sound, but just because you hear doesn’t mean you are listening. Listening is the mental act of hearing with thoughtful attention. It can be difficult to listen actively with all of the world’s distractions. Taking the extra time to actively listen to your clients will improve your ability to convey focus.

Prepare yourself to listen. Try to start each client meeting or phone interview with a clean slate. Turn off your computer monitor and your cell phone. Leave behind thoughts about your other cases and personal issues. Free your mind of biases and assumptions about your client.

Read between the lines. A client who is facing a particularly troubling issue or is confused about legal technicalities may have trouble expressing their concerns. Try to get to the heart of the clients concerns. What is troubling them and what can you do to help them with their situation?

Ask questions that help confirm your sense of the conversation. Do not ask questions that make a client feel as if they are being interrogated. Use questions as a means to help the client begin to reach their own conclusions.

Confirm your understanding. Summarize your understanding of the conversation. If something is unclear to you, clarify it with the client immediately.