Make Sure Staff Furthers Law Firm Marketing with Good Customer Service

Customer service is as important to your law firm marketing campaign as your website and other marketing activities. Clients or prospective clients who call your firm are your customers and expect to be treated as such. If they are not treated well, then they may seek another attorney.

You Can be Confident in Your Staff’s Customer Service and Legal Marketing

Since you likely don’t answer the phones and you cannot be there every time someone else answers the phone, it is important to know how to make sure that your staff is providing the customer experience that you need. Specifically, you can:

  • Use video, audio, or web-based surveillance. Of course, if you do this, you should inform your staff and check out the laws in your jurisdiction.
  • Have mystery shoppers call your law firm pretending to be clients and report back to you about their customer service experience.
  • Train and Coach your staff and provide ongoing education about how you want the phones answered and how you expect staff to interact with clients who come to the office.
  • Tell your staff the purpose of your actions. Let them know how important customer service is to your law firm marketing campaign and the integral role they play in the success of your firm.

Learn More Tips for Good Customer Service and Effective Attorney Marketing

If you are interested in learning more about lawyer marketing and providing good customer service, please read our FREE Great Legal Marketing book, and call us directly at 703.591.9829.

Ben Glass
Ben is a nationally recognized expert in attorney marketing and the owner of Great Legal Marketing.
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