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

The digital deed: what will the digital mortgage mean for property transactions?

Andrew Lloyd 2017

Over the past 20 years, nearly all aspects of our financial lives have migrated online, from tax returns to banking. Yet arguably the most important and protracted financial process in our lives has remained doggedly devoted to the paper based world. A single signature in Rotherhithe, south-east London, on 4 April, however, may have just lit the touch paper for transforming this process. By signing the UK’s first ever digital mortgage through the government’s new “sign your mortgage deed” service, a signal was sent that the home-buying process is finally on course to be digitised, simplified and streamlined.

May 24th, 2018