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Lawyerist Speaks: Abby Connect Client Experience

Improving Your Law Firm’s Client Experience with Stephanie Everett

Recently, our very own Stephanie Everett joined the team at Abby Connect for a webinar on how law firms can improve their client’s experience. Let’s check out the highlights from their conversation.  

Why You Should Improve Your Client Experience  

There’s an old saying that the cheapest marketing is to deliver an amazing client experience. It’s true! When you focus on making it easy for your clients to work with you and delivering a memorable client experience, they happily sing your praises and tell all their friends why they should hire you.

Listen to Stephanie’s advice on how focusing on client experience can give you a competitive advantage:

Simple Ways to Improve Your Client Experience 

Here’s the good news: you don’t need to overhaul your firm. Often, small, intentional changes can cause enormous improvements. Stephanie shared one action everyone can take to make clients happy:

Here’s another easy to implement tip to enhance your client service:

Selling Your Clients on Your Team

As lawyers grow their firm, they often face a similar challenge: the client thinks they hired you, and only you. So, how do you get them to accept working with your team? 

Stephanie breaks down the importance of focusing on the “team” aspect in everything you do. It starts with your marketing, your website, and the initial client interview. Listen in for Stephanie’s thoughts on how to ensure clients are excited to work with your team: 

Improving Intake Improves Client Experience

At Lawyerist, we teach firms to be intentional about improving client experiences. The intake process is a great place to start. It is crucial to creating a positive client experience. Many important things happen during this time, including: 

  • educating your clients on their legal claims and the process;
  • introducing them to your team (remember, it’s not all about you);
  • showing them how they can work effectively with your firm and how to use your processes; 
  • setting the client’s expectations; and
  • gathering important information you need from the client.  

Stephanie describes how you can get started by mapping out your systems: 

How a Great Client Experience Leads to Online Reviews

Finally, don’t forget to maximize the value of a great client experience by securing your client’s review. More people are checking out online reviews before making buying decisions. Make sure you have a system in place to collect reviews to capture the feelings of your clients. Future potential clients will trust their words over yours. Hear Stephanie’s thoughts on setting this up:

Taking the time to create an amazing client experience pays off and is worth the investment. Watch the full webinar with Stephanie to learn more about how to improve your client’s experiences. 

Interested in learning more about how Stephanie helps lawyers improve and grow their law firms? Learn about our business coaching program for lawyers, Lawyerist Lab

Lawyerist
Lawyerist is home to the largest online community of solo and small-firm lawyers in the world. Through our Lawyerist Lab program, we work with lawyers to build more successful practices by implementing the ideas from our bestselling book The Small Firm Roadmap and our weekly Lawyerist Podcast.