If You Want Better, Do Better.

I’m back working with my former employer on a very part-time basis. It’s allowed me to get back into the game and working with clients again, which is one of the parts of the business that I missed the most in my brief hiatus. It’s reminded me mainly of how poor at customer service and client service that most practitioners are. I was discussing the status of ongoing physical therapy treatment today with one of my boss’ clients who was injured about a month or so ago in an automobile accident. He was first of all shocked that he was receiving a call from the lawyer’s office, as opposed to making several calls unanswered to the lawyer’s office. Next, the fact that there was a level of concern with his physical well-being, and the status of his treatment plan was nothing he had ever experienced.

I had to be honest with him and tell him straight up that we do right by our clients because we want them to stay our clients, not just be “cases” on a one-shot basis. We would never wish the need for our brand of legal representation (auto accident victim or criminal defendant) onto them or a family member in the future, but we also want them to know that we’ll take care of anyone they refer to us, including them if they return.

Overall, the strategy is clearly designed to develop a long-term business model that will have repeat business and referral business more than most other law practices, or other businesses for that matter. Most importantly, it requires us to develop a level of care and concern with our clients, and really check in to see how their side of the case is progressing. Far too often do we get caught up in the day to day of moving files, filing motions, breaking down discovery, etc. I’ve seen a lot of practitioners lose sight of the fact that through all of the paperwork there is a flesh and blood client, one who unlike you, has only one case right now. That case, to them, is the most important case in your entire office. Our clients deserve to be treated as their case is as important to us as it is to them.