By: Ally Lozano, CEO and Founder
Maybe your law firm is going well but you want to take things to the next level. Or maybe you are struggling to make ends meet and run a successful legal business. Either way, use these 4 action steps to empower your law firm today:
1. Return Every Single Phone Call
When people call and do not leave messages, how do you handle it? By not calling back those missed calls, you are missing out on a huge opportunity. Many people who call but do not leave message are potential clients who are calling to schedule a consultation. Because so many people feel nervous, scared, or overwhelmed when they call a lawyer for the first time, oftentimes they do not leave a message. If you do not call them back, they will likely not call back either, and thus a potential client is left without a lawyer and the lawyer is left without that client.
By calling back every single missed call, you can immediately see the results for your law firm in increased consultations and increased client satisfaction (since many missed calls with no message are also existing clients!). If you don't like talking on the phone, make sure there is someone in your office who is designated to handle the phones.
2. Do a Weekly Facebook Live
Facebook Live is a way to start a conversation with the people who follow you on your business Facebook page. If you do a Facebook Live once a week about legal topics and/or answering questions live for your followers, you will set yourself apart from other attorneys. You will allow clients to hear your voice and know how you work before ever stepping foot in your office. You will create goodwill by having a bank of great legal information by way of videos on you Facebook Page that people can watch whenever they feel like it. It is a way to uplift and empower the community that you serve while also building your legal business.
3. Follow Up on All Consultations
Within a week or two of a consultation, personally call the client to check in to see if he or she has any questions about the case. The law is complicated and even when you explain everything in the consultation and the potential client can ask you questions, when he gets home he may think of some additional questions that did not come up at the consult.
Additionally, this is a way to cultivate and nurture the relationship. It demonstrates interest in the client and his case. It shows that you want to work with him. Many lawyers hesitate to do this because they feel like it is somehow bothersome to the potential client, but once you try it you will find that most clients really like it. In today's world, everyone is very busy and oftentimes we need a reminder to follow up and finalize these important matters. A follow-up phone call is that nudge that many potential clients need in order to get started with their cases.
4. Make Customer Service Your Highest Priority
Most lawyers in the same practice area offer the same services and (hopefully) the same outcomes. But what sets you apart from the others? The way that you handle your client relations. Make your law firm customer-centric so that client satisfaction and client communication is the highest priority for your law firm. The number one complaint we hear is, "My lawyer never called me back. My lawyer never answers the phone. My lawyer never returns my emails." So, be the lawyer who calls back. Be the one who answers her phone. Be the one who returns emails.
Yes, you're busy, but think about it this way... when something is important to you, such as buying a home, getting life insurance for your family, or asking your doctor a question about a symptom you are experiencing- how anxious are you to get a response? You likely want to hear back immediately. Your clients are no different.
Make it a priority for every single person in your law firm to return every single contact within 24 hours. Give every single client a call or email each month to check in. It is time consuming, however it is well worth it in terms of the payoff of client satisfaction.
About your Ally in Life, Business and Law:
Alexandra "Ally" Lozano is a national award-winning attorney and the founder of AMIGA Lawyers and Alexandra Kennedy Immigration Law.. After becoming a mother, and in a matter of 3 months, Ally transformed her practice from earning in pesos to earning 6-figures and she is passionate about teaching attorneys how they can do the same. Ally empowers lawyers to be the CEOs of their law firms with her weekly blog, webinars, and conferences where she teaches step-by-step how to do the work they love while running a profitable legal business. Ally lives outside of Seattle with her husband and their 5 children.