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Customer Service Principles for Savvy Lawyers

The legal aspect of your client’s business can often seem scary and stressful for him. But for a wise law practitioner it can be an opportune moment to build a bond based on understanding and trust. By providing outstanding customer service, you can show clients that you care about their needs, a crucial step in building your practice.

You’re never too small to worry about customer service

Customer service begins with your very first client. Often, lawyers are heavily involved in complex transactions that involve many people, many sides and many factors. By helping your client through difficulties, demystifying the process, and providing insight and understanding you’ll be able to meet your client’s needs and create happy clients who spread your name and promote your business.

What practical steps can you take to make your clients happy?

Let your clients know what your standards are

Differentiate yourself from the competition. It’s not enough to define for yourself what your standards are:

Let your clients know that if they leave a message you’ll return their call. But limit yourself - hold yourself to a standard that is doable for you and won’t leave them feeling like you’re unavailable and don’t care. Make sure you return client calls promptly (yes, 24 hours is too long.)

But while you’re making sure to get back to them promptly, you’ll also have to ensure that your response is not only quick but accurate. By delving into the details while keeping an eye on the big picture, you should be able to provide your client both insight and knowledge into the issue you are handling.

In addition, let your client know how they can reach you. If they have a preferred method make sure you contact them that way; don’t call them if if they prefer that you e-mail them.

Inform and Educate

You’re the professional and as such it’s your job to exhibit knowledge and understanding. When necessary, take extra time to share your knowledge by clarifying terms. Break down the process and transaction into easy- to-understand terms. It’s a great way to earn your client’s trust and earn you a reputation as a knowledgeable lawyer that provides amazing customer service.

Get Feedback

Exceptional customer service could also mean that after you’ve closed the deal you send out a customer service questionnaire. This will give clients the ability to let you know how great your service was or let you know where you can improve.

Your level of business success depends on the level of your customers’ satisfaction

Providing exceptional customer service is a wonderful way of building rapport with your clients and will enable you to  write a great case study in which prospective clients can read about all the advantages they’ll enjoy by hiring you as legal professional.

Action Plan:

  1. Earn the trust of your clients
  2. Let your clients know what your customer service standards are
  3. Return calls promptly
  4. Let your clients know how you can be reached
  5. Contact clients by their preferred method
  6. Share your knowledge
  7. Send out a customer questionnaire to enable your clients to share their feedback with you

Try these:

  1. Google Voice - an ultra-powerful tool that makes communication easier and more efficient.
  2. Hellosign - make signing contracts and other documentation a non-issue.
  3. Highrise -  communication and customer service made easy with this nifty tool.


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Written by Liat Behr
Liat is a content wordsmith at WiseStamp and copywriter at Ink of Imagination. She delights in creating and sharing valuable tips and helping businesses craft effective content. When she’s not writing content, she can be found in the world of fiction, embarking on adventures with her characters.
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