The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/271291
PEER TO PEER: THE QUARTERLY MAGA ZINE OF ILTA BEST PRACTICES 16 About the Author Garnett Bandy is a 20-year veteran of the legal facilities management and outsourcing industries. For the past 13 years, he has served as a director in both sales and operations for Document Technologies Inc. (DTI). During the first 10 years, he was an integral part of opening up more than 20 new markets for DTI. For the past three years, Garnett has served as the National Director of Best Practices and travels across the country speaking on client service and providing leadership training for DTI's 2,500+ employees. Contact him at gbandy@dtiglobal.com. It is a cultural shift that can seem quite daunting for a law firm typically focused more on billings and results. Consider, however, what keeps bringing you back to that restaurant or coffee chain that charges you slightly more than a competitor but makes you feel like the most important client there. It is often the employees who treat you with respect, ushering up such phrases as "my pleasure," or "can I refill that for you?" You might have a good client base without an emphasis on superior client service, but you will not sustain it or get many referrals without adapting. Improving customer satisfaction will help you increase revenue, reduce churn, improve client retention and create more referrals. Six Client Service Standards for Success What is a service provider to do in order to attract the necessary client base to fuel a business? The provider must instigate a shift in mind-set from "you need me and my services" to "I need you and your continued business." HERE ARE SIX CLIENT SERVICE STANDARDS THAT CAN BE YOUR KEY TO A SUCCESSFUL FUTURE. 1. DIFFERENTIATE YOURSELF Go beyond "best price" and offer true value for working together. Become the professional and trusted advisor that clients can rely on. Take pride in your firm's commitment to client satisfaction; make yourself available and consistently communicate with clients. Consider client service training for all of your staff, including lawyers. Make your commitment to clients known through visual reminders such as plaques or a strong mission statement, and share both in-house and externally that this mission is what your firm is all about. 2. INQUIRE, TRACK AND MEASURE Studies have shown that a satisfied client will tell a maximum of two people about great service; however, a dissatisfied client will tell a minimum of 11 people about bad service. To make matters worse, technology has increased these statistics with the ability to comment via email or by posting on blogs and social media. Still, a client does not have to say anything to be dissatisfied. As the saying goes, "what is measured is managed," so ask clients to rate the service they have received and use that information as feedback for your staff. Fix the problem areas as quickly as possible. Continuously remind your teams of the long-term goal of achieving superior customer service.