Client service – make it easy to buy

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9 July 2013


How easy do you make it for your clients to do business with you?

Odd question maybe, but despite its simple premise the easier you make the ‘buying’ process, the happier your clients will be.  And that means more word-of-mouth business, as those happy clients will talk about their experience.

Ok so where to begin, how do you make that ‘experience’ for your clients better?  One of the best places to start is by looking at how big online retailers do it (so Amazon, for example).

Despite operating in a very different sector, what facets of their service can you replicate?

  • How easy it is to find out about your service?
  • How easy is it to get in touch?
  • How easy is it for your clients to STAY in touch and track progress of their transaction with you?
  • Can they stay abreast of proceedings via a range of devices (e.g. iPhone, tablet, etc)?

This ‘ease’ will become more and more of a service differentiator as the legal sector is forced to look outside of traditional models for getting new business.

Technologies such as Eclipse’s TouchPoint client self-service portal will be vital.

Do you have the tools to succeed…?



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Joint (ad)ventures in the legal sector

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We all know that nothing in life is certain. As the actor, director and philosopher Clint Eastwood once said: “If you want a guarantee, buy a toaster.” He also said he’d tried being reasonable and didn’t like it. They should teach this kind of philosophy in law school. One thing in life is reasonably certain though. If you’re a law firm worth your salt, at some point you will be approached by another entity (most probably a work introducer) with a whizzy idea to ‘partner’ with you to ‘help you accelerate your growth’. In commercial speak this means, ‘we’d like to keep feeding you work but we’d also like to share in your profits’. The arrangement may be pitched to you as a joint venture – a win-win no less.

March 27th, 2017