A new trend has arisen for businesses across industries: fostering a more customer-centric culture. For attorneys, this trend is especially relevant, since so often cases are dependent on a positive attorney-client relationship.

Law firms, therefore, need to focus on putting clients first to stay competitive in today’s culture. So what does it mean to be truly customer-centric, and how can you do it?

What Does It Mean to Be Customer-Centric?

A customer-centric culture means that you’re putting the client first, above all else. And yes, that means even above profits. Your law firm must be willing to accommodate the client throughout each and every part of the process: both pre- and post-petition.

Why Should Lawyers Be Customer-Centric?

The first point to make here is one we are all well aware of: your clients keep your practice running. It’s thus pretty simple to see why they are so important for your business.

But beyond that, being customer-centric will please clients and lead them to return for your services again, building up strong sources of repeat business and customer loyalty.

Even though this strategy isn’t focused on profits, you’ll see an increase in revenue because of:

• Recommendations and referrals
• Ultimately, more business

How to Be a Customer-Centric Law Firm

There are several strategies to use to ensure you’re building a reputation of being a customer-centric law firm.

Start with empathy.

First, have empathy for your clients. Remember that your client base is comprised mainly of people who are going through challenging times, like filing for bankruptcy or applying for a green card. These individuals are depending on you for legal help, but also for someone to confide in. Putting yourself in their shoes will allow you to truly experience empathy, which is a great start to putting customers first.

Ask for feedback.

It’s also a good idea to ask clients what they want. Implement open-ended feedback surveys to help you better your practice based on what clients identify as positives and things you could work on to improve the client experience.

Be more accessible.

One strategy that better connects you to your clients is to be open to communication techniques, like texting. This shows them that you’re willing to talk pretty much anytime.

You should also try to meet with clients wherever they feel the most comfortable. Ask them where their favorite coffee shop is and meet up there.

Communicate clearly and be transparent.

It’s crucial for a good client experience to lay out exactly what you need from a client on day one. Explain the process thoroughly so there are no questions about what they can expect from working with you.

To exhibit transparency, make sure that you are contacting the client immediately if an issue arises with their case. Let them know you are taking all possible steps to get the best results for them.

These strategies will help you stay focused on the most important part of your business: your clients. Without working under a customer-centric culture, you miss out on opportunities both to better connect with clients who need help and to grow your business.