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Oct 14, 2014
Law Firm Client Service Standards
I am the managing partner of a 14 attorney business law firm in Baltimore, Maryland. Our marketing committee has been discussing marketing initiatives and is planning on a client service initiative. Where do you suggest that we start?
You might want to start by putting in place some basic client service standards. For example:
- Phone calls will be returned within 2 hours.
- Be client friendly. Treat clients like you would like to be treated. Eliminate arrogance in manner and tone.
- Answer phone calls by the third ring.
- Provide status updates monthly.
- Send out billing statements monthly.
- Send clients copies of all documents created or received on his or her behalf.
- Ask clients how you are doing.
- Smile – whether on the phone or in person.
- Ask a client their name and always use it.
- Thank clients for their business.
- Go out of your way to make it easy for clients to do business with the firm.
- Do what you promise and when you promised.
- Don’t make promises you can’t keep.
Look for ways to become your client's trusted advisor rather that their hired gun that they only call on when they are in trouble.
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John W. Olmstead, MBA, Ph.D, CMC
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