What do your clients truly want from you? If you haven’t asked yourself this question, you should.
In an American Bar Association study conducted several years ago, it was revealed that 95% of satisfied customers (ones who would refer you and use you again) said their lawyer listened to them and understood what they were saying. Among dissatisfied clients, only 42% said they felt their lawyer actually listened to them.
According to an article in Law Practice Today, clients want four things from their lawyer. First and foremost, they want someone to whom they can tell their story. Next, they want a lawyer who listens intently to their story. Thirdly, they want reassurance that they did the right thing by calling a lawyer. Finally, they want closure and for the issue at hand to be resolved.
A lawyer who truly listens is a desirable commodity. Below are tips to help you become a better listener for your clients.
- Every three to five minutes, paraphrase what your client is saying so that there is no misunderstanding.
- Tell the office to hold all calls or interruptions while you’re meeting with a client.
- Take notes. Your client will feel that you are truly paying attention.
- Hang a do not disturb sign on your door.
- Do not rush your client. Instead, ask if there is any further information he or she would like to share with you.
We all want to feel like people are listening to us. Your clients are no exception. For more information on what is valuable to your clients, read our blog post: New Legal Survey on How Clients Define Value.
