Client service – make it easy to buy

Print This Post

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…?



Associate News is provided by Legal Futures Associates.
Find out about becoming an Associate



Legal Futures Blog

Why your firm should support working mothers to the hilt

Georgina Hamblin

If you are going to balance the demands of work and childcare, and stay sane, you need to adapt, and with any luck your firm will adapt with you. In doing so you will both win, and your respective productivity will soar. When I had my son, I realised just how lucky I was. Not only did I have the incredible support of my, and my husband’s, family through this life-changing time, but I had a firm that offered me complete flexibility and control over my return to business life.

April 19th, 2018