Welcome to my “Because Your Clients Are Worth It” presentation.

I would like to start

off my presentation with some statistics regarding the law firm client services. Fewer than 10%

of clients who call a law firm will actually get to speak to a lawyer. More than 40% of people

who leave a voicemail or fill out a web form wait two or three days before they hear back.11% of

callers hang up within 10 seconds of calling a law firm because they’re frustrated at not getting

to speak with the person they ask for by name.

In other words, the law firms basically suck with client services, which is really

concerning. Why is it so important or law firms to provide excellent client services? There are

many reasons, but I will highlight three reasons.

The first reason is, believe it or not, the number one bar complaint that clients have filed

against attorneys are due to lack of communication. We’ve spent a lot of time, money, and

worked so hard to earn our law degree and our license. It would be silly to lose your license

because you couldn’t simply return a phone call, reply back to an email, and/or keep your clients

in the loop. To avoid the risk of getting disbarred, it’s important to polish your client service

skills.

The second reason is the Golden Rule of client service: treat your client like you want to

be treated. Family law, personal injury, tort law, bankruptcy, criminal law, and even estate

planning all have one thing in common: They can bring out the worst in people. Even mild-

mannered professionals can suddenly become rabid shells of their former selves when they need

a lawyer. You see people at their worst, when they are filled with anxiety and fear about the

system, getting on with their life, and their future. Remember that you are also a human. You

may eventually need a lawyer and you certainly would want a lawyer who treats you well and

have an excellent client service skills.

 The third reason is to preserve the law firm’s reputation. It takes years to build a

reputation and a few minutes to ruin it. An angry customer will not hesitate to leave a bad review

and notify their network not to use your law firm. Other law firms and lawyers will eventually

find out. It doesn’t matter how great of a lawyer you are if you don’t have any clients. If you

want to maintain the law firm’s reputation, you must focus on client service. Happy clients refer

your firm to others, and it isn’t that hard to make sure this happens. It’s just a matter of providing

your clients with good client services.

Thank you for watching and please watch my next video for tips and strategies to

improve your client service skills. Because your clients are worth it.