Client Centered
DEFINITION
Being responsive to clients and their concerns
WHAT IS IT?
A client centered attorney is exactly what it sounds like: a person who focuses activities and work around his or her clients! You strive to meet their expectations and needs, and you provide them with quality customer service. A client centered approach involves understanding and working closely with your clients.
WHY IS IT IMPORTANT?
Focusing on your clients’ various needs lets your clients know that you and your firm are serious about helping and representing them. When your clients feel that you are focused on their case, they will keep coming back to you. If you want to help your law firm grow, you need to start by applying a client centered approach to your work.
Suggestions for Improvement
- Exercise Compassion
First, be understanding and accepting of every situation your clients bring to you. When you offer compassion and empathy to your clients, you provide an effective environment for the law firm to work with each and every client. To offer your compassion, it’s important that you are able to see from other people’s perspectives and learn from and about their experiences. - Provide Excellent Customer Service
Second, when you go shopping, you probably expect excellent customer services from the retail managers of the store. It’s easy to see, then, that your clients will expect the same from you. To offer high quality customer service, put your clients first and go the extra mile in small ways. Be attentive to details. Promptly return phone calls and have the patience to listen to all the client needs to say. Be punctual for meetings and offer refreshments during appointments. Most importantly, read your clients and pay careful attention to their general needs. - Share Your Knowledge
Finally, clients come to you for advice and knowledge, so share it with them. Make sure that you can effectively communicate legal services and terms to every client in an easy-to-understand way. Be patient in providing them with as much information as possible. Answer their questions with patience and understanding, and focus on helping them make informed and knowledgeable decisions.
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