Why being client centric is like having a super power
Last week I had the pleasure of chatting with Jackie Carter, Head of Strategy and Operations at Eversheds Sutherland for a podcast. I’ll being sharing the podcast in the next few weeks, but without giving any spoilers, a BIG focus of Jackie’s is about being kind, about being client centric and about relationships.
With this is mind, this week I would like you all to channel your inner superhero and focus on becoming a client centric law firm and here’s why:
You can see the future.
Well, not really, but by putting your clients at the centre of everything you do, you can anticipate their needs and exceed their expectations. It’s like we have Peter Parker’s Spidey Sense, but for client satisfaction. Our ability to read the minds of our clients makes us a force to be reckoned with in the legal world.
For example, by investing in technology that makes it easier for clients to access important documents and track the progress of their case, you can anticipate their needs and provide a seamless experience. This saves them time and frustration and shows that you care about their wellbeing.
You can make clients feel like royalty (an apt reference after the past weekend!)
Who doesn't like being pampered and treated like royalty? By being client centric, we show our clients that they are valued and appreciated. In return, they become our biggest supporters and advocates. It’s like having a personal cheering squad!
For instance, I recall a client who shared their experience with us. They described how surprised they were when one of our colleagues sent them a handwritten note thanking them for their business after their case was resolved. That simple gesture made them feel valued and created a lasting impression.
You can turn lemons into lemonade.
Every now and then, we encounter a difficult client or a challenging situation. But when we adopt a client-centric mindset, we can rise above those difficulties and turn them into opportunities for growth.
For instance, remember that time a disgruntled client posted a negative review about you online? Instead of ignoring it or firing back, take the time to listen and understand their concerns. Use their feedback to improve your services and create a plan to manage negative reviews online. The result? That same client could become one of your biggest fans and leave you a glowing review.
So, to conclude, take a moment to appreciate the power of being a client centric law firm. By listening to your clients, valuing their time, and going above and beyond, you can create a lasting impression that sets you apart from your competitors.
So, put on your capes and use your superpowers for good!
Finally, a quick reminder that I have Lindsey Kidd from HM3 Legal chatting with me on Wednesday 17th May at 2pm in our next webinar. Spookily she’ll be sharing the approach HM3 Legal are taking to be more client centric, amongst other things.
Do join us if you can – you can book your place here.