Podcast: SL@P 010 - Uniquely Valuable Client Experience
The internet contains what seems like an endless supply of ideas and advice on how to improve your business, time management and even your website. For the last several years, I have been fascinated by one such website: Moz. Moz is a site dedicated to teaching people about Search Engine Optimization (SEO) and Search Engine Marketing (SEM).
Moz’s most well know employee, Mr. Fishkin, is both wildly interesting and an SEO genius. I had the opportunity to watch Mr. Fishkin’s newest video some time ago and discovered something fairly interesting. Mr. Fishkin’s discussion about the newest trends in SEO and SEM seems to parallel what smart law firm owners and operators should be doing when dealing with clients; small law firm owners should be delivering a uniquely valuable client experience.
Lawyers need to be developing uniquely valuable content for our websites but we really need to be doing the same thing for our practices. How do we provide unique value to our clients?
One-Of-A-Kind Representation: Great law firms are striving to provide one-of-a-kind representation by ensuring that they focus on offering their clients the best service possible. Taking and returning calls timely, return emails and keeping your clients appropriately informed of their case is essential to providing one-of-a-kind representation.
Offer Relevant Representation: Strive to represent peoples’ interests in the way that they need and not just the way that it has always been done. Too often, lawyers get stuck in offering the same service, documents, and templates as everyone else simply because it is common practice to do so. Offering relevant representation requires you to examine what the client needs and to exhaustive work towards satisfying that need.
Your Representation Must Be Helpful: Your representation must be aimed towards providing value and not just billing hours. Be helpful and protect your client’s interests with everything you do. Whether a potential client needs your services or simply needs a referral, consider building a brand that is focused on being helpful not just billing hours.
Unique Client Experience: Offer your clients a fantastic experience from start to finish. When last did a client say, “that lawyer is awesome.” Regardless of the outcome in the case, your clients should appreciate everything that you and your staff are doing to ensure that their experience was personable and pleasant.
Jared Pierce hung his own shingle right out of law school and has spent every minute since then discovering the joys and difficulties of chasing success. Anyone who has ever met Jared will tell you h