Without your clients and your record, your law firm has nothing. Being able to best serve those that have put their trust in you and your partners is invaluable and require the utmost care. Keeping track of the way your clients perceive your firm and results can be an incredible insight. However, many firms do not take the time or are unable to track and categorize the experiences of their clients.
Whether you are just starting out or your are part of a century old firm, you need the most information you can get your hands on. You old school lawyers not doing it are missing a chance for Yelp! reviews, and return business. This latest generation has proven to be a goldmine for easily accessible data.
Use Computer Power To Create Viable Client Data
First, the computing power and ease of spreadsheets, documents, and internet searches allow for immense flexibility. Secondly, the portability and ease of laptops, tablets, and cell phones allow you to have this data wherever you go.
If you are developing such a systems or considering it, please keep some of the most common factors in mind:
- You are Not the Only Contact
Many attorneys come home from the office pleased with their interactions with their clients. If they are able to recover lost wages or help pay for medical treatment, attorneys can rightfully call their mission a success. However, clients can be thrilled with their lead attorney and upset with the rest of the team– often without the lead realizing it.
In many cases, the clients have less than optimal interactions with other members of the office. Secretaries and paralegals can make minor mistakes that can confuse or misdirect your clients, even unknowingly. Having an anonymous survey for your clients to fill out can go a long way towards expanding responses.
- Use the Technology at Your Fingertips
There are often basic technologies that can assist you in corralling all of that data. Just a generation ago, a mail survey could have been laborious to create and mail out and have a high rate of being thrown away. New functions, including attorney websites with fillable forms, Survey Monkey, various Google tools, email forms, and others to get a high rate of retention.
All of these can be placed in a Google doc, Microsoft Excel file, or just written on a notepad. The point is that you have the raw data that you can process in many ways. By asking relevant questions that can be quantified, including on a scale of 1-10, you will now have statistics that you can compare year to year. Don’t ever underestimate the power of smart data for your law firm.
Michael Ehline is a Los Angeles based personal injury and auto accident attorney. His firm, Ehline Law, has become a preeminent supporter of the rights of the disabled and victims of elder abuse. Ehline hopes that these articles can assist attorneys in all stages of their careers to become better public servants.
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