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.