Customer Service 101: How to Keep Your Clients Happy, Part 5

By Nina Kaufman, Esq.

Customer Service 101 for Lawyers involves more than just doing legal work.  It includes:

  • Choosing clients who are the right fit for your firm’s size and expertise
  • Keeping current, not just on law but also on trends affecting your clients’ issues
  • Clear and timely communication
  • Thinking creatively

It’s a tall order.  But if you can wrap yourself around that, you’re bound to have a stable of very happy clients.

Ways to Keep Current

Yes, keeping current is time-consuming, but there are added benefits, too!  Here are a few suggestions:

  1. Attend courses.  It helps to attend courses in your areas of expertise.  But you can gain a lot from an area that might be complimentary to your practice.  Use that to network with possible referral sources (or the panelists).
  2. Write articles.  Sometimes, the best way to learn about a subject is to share it with others.  Writing articles – whether for publication on your website/ezine or otherwise – is a good way to both explore an issue and communicate it.
  3. Speak in public.  Educating others helps you stay current and discuss issues eloquently.  Consider teaching a class, serving on a panel, or leading a CLE course.
  4. Start a blog.  Wrestling with a subject daily is sure to turn you into an expert in short order.  Blogging requires regular content submissions – although not necessarily as long (or in as scholarly a tone) as written articles.  It also forces you to read what’s already being written on your subject.
  5. Bar Association sections.  Join (or chair!) a committee that focuses on your practice area.  In addition to the ABA, there are often state, county, and city bar associations to choose from.
  6.  Go online.  Depending on your expertise, there may be federal, state, or local agencies with websites on your area.  Also, and have articles on a wide range of topics.  Don’t forget non-legal websites, as they can help you spot upcoming issues.
  7. Attend conferences.  Whether law-related conferences or business conferences with a legal component (or breakout session), these are a terrific way to network with other people who are interested in your area and to find out about the latest trends.
  8. Network with other attorneys.  If they don’t practice in your area, they could be a good referral source.  If they do practice in your area, they could become part of your brain trust.  Meet them for lunch – it’s a conducive environment for collegial discussion.
  9. Talk to your clients.  Ask them about their business.  What trends are they seeing?  What do they read?  Where do they network?  After all, the flow of expertise needn’t be a one-way street.

Want to learn more about Kaufman Business Law? This is the video to watch.