Creating great client experiences in challenging times
We are almost two weeks into Lockdown v2.0, but this time around it feels different in creating client experiences to meet the challenges.
It is both easier and tougher to deal with in equal measure. The courts have remained open, but lots of appearances are delayed with much activity conducted virtually, we can remain working and ‘open’, but can no longer have face to face meetings with clients, signing of documents is difficult, client onboarding is taking longer.
A significant change to the last lockdown is that of course the housing market has remained open, as we reported last week, and with the frenzy caused by the SDLT holiday there is no sign of the pressure letting up. Couple this with increased probate applications, people rushing to make wills and forced enclosure causing divorce to rise; we are looking at a very busy time in law.
Keeping clients happy during this time may feel like a task that you would rather not face, but there is technology out there to help relieve the strain.
1. Show that you are efficient:
Put your clients at ease and demonstrate your expertise through your efficiency. An effective client onboarding experience will be the way to win more clients. People talk!!
Making your processes quicker and more efficient can seriously up your credentials. For example we recently reported on how we are making conveyancing transactions quicker. We even helped one of our clients complete a transaction in less than 8 weeks.
Streamlining your own processes whilst also helping your client’s engagement process feel smooth for them all helps to present your firm as an easy one to deal with.
2. Demonstrate your adaptability
Times are uncertain for us all right now. People are nervous, we do not have the ability to really plan with confidence right now. Earlier this month charity legacy bodies welcomed news from HM Courts and Tribunals service, where they released plans to resolve the delay and backlog of Wills passing through probate.
The pandemic has caused significant pressure for the probate system through the spike in death rates. An increase in incomplete grant applications, coupled with the challenges all law firms are facing that is frustrating the usual working practices all makes for a bottleneck.
Being able to offer clients an alternative, such as using tech solutions like facial recognition verification technology to confirm their identity, will mean that the lockdown cannot contribute to delays. Your flexibility is the fact that you can onboard your clients remotely at their convenience and it is secure and safe.
3. Transparency is key – keeping your clients updated leaves a lasting impression.
How many times do we get frustrated by the lack of communication from a service? Law is just the same. It is all too easy to let some of the communication slide when we are working on many matter files at once and it is all in emails and forms. The modern customer is used to, and expects, a fast stye of communication. Poor communication can really damage a firm’s reputation, so being able to keep people in the loop with ease is key. Providing a quote online that can be accepted digitally with all relevant engagement forms being triggered upon acceptance, can really help ensure things move along for the fee earner and the client feels looked after.
Creating an experience for a client that keeps them talking about you and it is a way to stand out from the crowd.
4. Helping your staff feel valued
There is no doubt that 2020 has been a very stressful year. Keeping clients happy and informed helps not only your firm’s reputation, it also helps ensure your staff are happier in their work. Less complaints and emails chasing matter files, less paperwork getting in the way and less time to revenue all contribute to a better working environment and work life balance.
Keeping clients happy ultimately means keeping them feeling reassured, supported and secure. Providing a safe, client-friendly and efficient way for them to progress their legal matter with you during lockdown goes some way towards meeting this goal. Technology is not potentially the sole way to deal with clients forever, but during these tricky times it has certainly shown us how we could do things differently and more efficiently.
We can help you deliver a positive experience for your clients – find out more about how Minerva can help – check out our case study with Taylor and Emmet and hear their thoughts here.
Kindly shared by Minerva
Main article picture courtesy of Pixabay
