Paul Marchese of Marchese & Maynard LLP believes in the old line about customer service in the legal industry: 90% of a lawyer’s job is ensuring their customer is happy. This concept is not just an opinion in his mind but an established fact. Understanding why customer service is so important can help struggling lawyers get a leg-up on their competition in many ways.
Paul Marchese and Marchese & Maynard LLP Provide Sterling Customer Support First
The legal field is not an easy one to master. Yes, many lawyers will make millions of dollars in significant lawsuits, but many more will struggle on complex cases for years and work 15-18 hour days for months at a time. For those looking to break out of that struggle, customer service should be the primary goal as a lawyer, not simply winning the most significant cases.
First, any good lawyer should consider themselves a public servant dedicated to the well-being and happiness of their customer. Paul Marchese & Maynard LLP believe strongly in this concept and focus heavily on doing what they can to make customers happy. Many ask why this important. Happier clients are likely to return and work with a legal team time and time again for all their needs.
That satisfaction creates a strong reciprocation and a real relationship between a legal team and its clients. Going out of the way to make customers happy will almost always put a smile on their faces and give them the support they need to be satisfied. Just as importantly, it can provide higher satisfaction rates for lawyers who want to make a difference in the world around them.
Paul Marchese is one of these lawyers, and he states that high client satisfaction makes his job more enjoyable. When a client is upset or struggling with a case, he feels their emotions and tries to improve their life. Many lawyers have a similar empathetic streak and joined this profession to help the world, making them a vital and critical part of society in many different ways.
It’s important to know how exactly lawyers can improve customer satisfaction across their firm. There are many ways that Marchese & Maynard LLP suggest. First, always return phone calls to clients, even if they seem pointless or frustrating. Customers love when attorneys take the time to address their concerns, and it can break the old cliché about lawyers never returning calls. Knowing can make them feel better even if the attorney tells them nothing has changed.
However, simply returning calls isn’t enough, Paul Marchese says. Lawyers must provide clients with information and data proactively to make clients feel more satisfied. Creating status reports and sending them to clients makes them feel like their attorney is taking their cases as seriously as possible and taking extra steps to address their needs and ensure they are filled.