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Kick Off 2018 With New Customer Service Goals

By William Vogeler, Esq. on January 02, 2018 | Last updated on March 21, 2019

So maybe you've already broken your New Year's resolution; it's alright. We live one day -- not one year -- at a time.

Progress usually occurs in small steps anyway. So let's start 2018 with the number one priority for improving a law business: better client service.

After all, what good is a new office, new technology, or new practice area without clients? Exactly. Here are some client service goals to consider:

1. Stay in Touch

If you didn't send out Christmas cards, no worries. One word: email.

A personal email is better than an email blast, just like a personal note is better than a generic card. You don't need to do it all at once, either.

Sending out several emails now and then is like spreading apple seeds. A little contact here and there may bear fruit over time.

2. Stay Current

Many firms keep in touch by sending out newsletters. It's an old and proven method of providing better client service.

Clients appreciate updates in the law that are relevant to their businesses. And it doesn't have to be a big monthly production.

A quarterly email with a link to a dynamic website will do. Just remember to be current in the law and in the clients' language.

3. Stay Active

Customer touchpoints include every point of contact with the client. For lawyers, the most sensitive are probably billing statements and returning calls.

Clients pretty much hate it when you send a bill for everything you do. But billing is not the number one cause for disciplinary complaints. It's failing to return calls, email and other requests for information.

Act accordingly, and be active about it. Because, according to many lawyers, ninety percent of a successful law practice is based on good customer service.

Want information on effective marketing? Let the experts at FindLaw's Lawyer Marketing give you a hand with FindLaw Integrated Legal Marketing Solutions.

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