Superb Client Experience: The Simplest Details Count the Most

How many times have you been at a restaurant and forgot to bring your pair of reading glasses? If you’re like me, more times than you can remember. And when you ask if there are any extra pairs around, few restaurants have any. But for those that do, what a difference that pair can make at the end of a meal, capping off the whole experience on a high note.

Reading Glasses & Real Estate Closings

I recently attended the house closing of a friend. Upon entering the Title Company’s office, we were directed to a conference room to sign the necessary paperwork. As expected, in the center of the table were the usual suspect accessories: pens, post-it notes, and pads of paper. There was even some chocolates and candy—items you occasionally find in law firm conference rooms.

But, lo and behold, next to the candy and pens was a bowl with a couple pairs of reading glasses inside. I had never seen that before. So simple, yet brilliant from my boomer perspective. Even more brilliant since I had left my glasses in the car!

As I was leaving the office after the closing, I asked the receptionist how often the glasses were used. She replied, “More than you would think!”

So what do readers have to do with client service? Everything!

Client Service & Experience: Details That Matter

The fact that you’re paying attention to the smallest details shows your clients you know what they need and when they need it. It shows your clients you care. It continues to remind them they’ve made the right choice in working with you.

I’ve long been a fan of relatively simple client service details such as:

  • A user-friendly website that makes it easy for clients to find parking directions for office visits, so they don’t waste minutes digging through your site for the right information.
  • Clear signage in the building’s lobby directory and at the office’s entry, so clients can quickly navigate to your exact location.
  • Easy-to-find Wi-Fi information, so clients don’t have to hunt someone down for your network name and password.

Many law firms continue to ignore these little details, which means there’s a lot of room for you to set yourself apart in the area of client experience and service.

What Simple Details Can You Pay Closer Attention To?

“It’s the small things that count,” is a saying for a reason. What small, simple details can you pay closer attention to that will add up to superb client service? What can you do for in-person experiences to make things easier for your clients? What can you do for online experiences to make things go more smoothly?

Too many law firms ignore these details, but it truly is this focus that makes for great lasting impressions and increased referrals.

What was most helpful from Roy’s coaching was the opportunity to work through issues with a fellow lawyer who is knowledgeable both about current trends in the profession as well as career development (e.g. second act) options. His input as an o…" Read the rest
– Partner, mid-size, NC law firm

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