Customer Service and the Busy Lawyer
This is the seventh issue and every seventh issue we focus on Customer Service in the bankruptcy office.
You are an overworked and underpaid lawyer, what do you think about when I say “Customer Service in the bankruptcy field”?
Do these thoughts run through your mind?
What is customer service? Nobody gives customer service to me why should I give it to my clients?
I am too busy to give customer service.
I provide the service they contract me for and usually deliver a positive outcome, what more should I do?
I have too many clients to take individual attention.
I run a law office not a Disney Hotel.
All of the above may be true and then some. Think for a minute though, how you can give your bankruptcy client a better experience?
The better experience the client has with you and your firm, the more likely he or she is to refer someone to your office.
The first place to start is to look at your office or the service you provide from the point of view as a client.
What is it like to deal with your office as a client? I represent many attorneys at meetings of creditors as a special appearance attorney. When the attorney cannot make it to the hearing, I step in the place of the attorney of record and make the appearance with the debtor clients. Often the clients will ask me a question and I will answer it and then tell them to touch base with their attorney of record.
“Oh, I can never talk to her” or “they do not return my calls” or “It is very difficult to get a hold of my attorney.” From these comments, I see what working with that attorney’s office is like through the lens of the client. These clients will not tell their friends about the great technical job the attorney did in arguing for the exemptions or how the case was nearly converted to a Chapter 13 if not for the heroic efforts of the law firm.
No, the client will tell his cousin that they did not keep him informed and he would not recommend them. This is after the client receives exactly what he bargained for in obtaining a discharge.
Communication is the first key
to customer service.
No matter how well the law firm performs the legal work, the client will only remember how well he or she was treated when it comes time to refer another person.