When it comes to communicating with clients, listening is often more important than talking. It is by listening that you learn what clients want, and then you can give it to them. Which makes for more referrals and better client retention.
Here are some important methods you can use to actively listen to clients:
Open feedback. Always offer clients a way to provide feedback, through your website, an online survey and in your e-newsletter campaign. Simply asking for their thoughts is often enough to garner some important insights.
Transactional feedback. If you’re a regular Starbucks customer, you have undoubtedly received a free survey at some point with your receipt. You provide them with some feedback online and you get a free drink for your efforts. What attorneys can learn from this is the importance of asking clients for their thoughts about their experience with your firm after the case is over or at important points along the way. Keep your finger on the pulse of how satisfied they are with how your firm is treating them, and you’ll have a satisfied client.
Social media interaction. Monitor your social media channels to see what people are saying about you. You can search for your firm name on Twitter and Facebook , and you should be regularly monitoring Avvo, FindLaw, Yelp and Google for other comments about your firm.
Client satisfaction surveys. Using formal client satisfaction surveys is another good way to gauge client experiences with your firm. Send one out after each engagement is closed and respond immediately and personally to any negative feedback.
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