Have you analyzed your customer service practices recently? It’s not enough these days to have outstanding customer service. If someone is unhappy or can’t reach you with a question, they will quickly become frustrated to the point they may never return and worse, tell other attorneys about their bad experience with your LNC business.
If you want to develop a reputation for being the best in LNC customer service, here are three tips that will ramp up your reputation:
1. Be Responsive
Frustration will set in quickly for customers who can’t get a quick answer to their questions. I’ve found attorneys perceive unresponsive LNCs and experts as VERY frustrating. They had court-imposed deadlines and they want their work product on time.
Have a process in place for answering emails or phone calls quickly and handling weekend inquiries. If you have specific office hours, make them public on your website, have them listed in your email signature, and mention them on your phone voice message.
2. Be Friendly
Follow the old saying, “Kill ‘em with kindness.” You can never go wrong with being friendly and patient, even if someone is rude. Often when they hear that they can’t rattle you, their temperament will calm down. The same is true for rude or unhappy emails. This is where having canned responses can help because then you can copy and paste the response without being tempted to answer in a rude tone.
3. Listen (and Read) Carefully
Attorneys want to be heard, and they want quick results. If your customer explains their problem, they want you to respond appropriately. You’ll hear, “I tried leaving messages for the expert but I have not heard back from her. Can you try?” For instance, if they say they’ve already tried leaving messages to solve or handle the problem, don’t suggest trying again. Get involved.
The same is true for emails. Canned email responses are great ONLY if they address the actual problem.
The Top Customer Service Tip: Hire a Qualified Team
LNCs certainly know their services inside and out, but handling customer service calls can be time-consuming and emotionally draining. Hiring even one customer service assistant allows you to delegate that task so you can be more productive on the things you love most. Also, as nurses, we find it emotionally difficult to hear people unhappy with your services, so allowing someone else to deal with those calls won’t bruise your confidence.
Treat your attorney clients well, and they will reciprocate.
How to Create Lasting LNC-Client Relationships focuses on what really counts as an LNC- having strong relationships with your clients drives your success. Working with attorneys is challenging and rewarding. You can have an aggressive marketing program to bring in new clients, but if you cannot retain them, you’ll be endlessly spinning your wheels. Get great tips for creating lasting client relationships. Order here.
Pat Iyer is president of The Pat Iyer Group, which develops resources to assist LNCs in obtaining more clients, making more money, and achieving their business goals and dreams.
Get all of Pat’s content in one place by downloading the mobile app, Expert Edu at www.legalnursebusiness.com/expertedu. Watch videos, listen to podcasts, read blogs, watch online courses and training, and more.