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” What do clients want from their solicitor? “This is a common question, and it’s a tough one to answer because every client is different.
Some clients want their solicitor to be available 24/7, some want the cheapest possible service, and some just want someone who will understand their situation and give them good advice.
At Solicitors Marketing, we understand that it is not just about marketing your law firm but also understanding what your clients want. This way, you can ensure that you are providing the best possible service.
Things Client Want from Their Solicitors
Here are some of the things that clients typically look for in a solicitor. List of what client wants include:
- Understanding Client Needs
- Solving Issues
- Answering Questions
- Keeping The Communication Strong
- Being Kept Informed
- Reasonable Fees
- Be Trustworthy
- Do What You Say You Will Do
- Provide Outstanding Care
- Keep Strong Communication
- Control Assumptions and Be Prepared
Understanding the Client’s Needs
Understanding is a crucial aspect of the client-lawyer relationship. It is something that clients view as an indicator of their greatest partnerships with law firms, and it gives distinction to the agencies that do it well across the board.
Client demands are an essential aspect of the service. The distinction between attorneys lies in how they do so. Extend your attention in understanding the client. They want your assistance to prevent possible issues and take advantage of possibilities rather than just reaching out to what has occurred.
No one enjoys being treated as a subordinate or disregarded. Clients need the opportunity to present their side of the story. They also want to know that you are genuinely interested in what they have to say.
Your client wants to know that you have the experience and capability of solving their specific problem. They are not interested in knowing about the time when you represented someone with a similar-sounding name or a case that was almost exactly like theirs. You learn what the client believes a successful result should be by listening to their priorities and expectations.
Clients want to see evidence that you have handled problems like theirs and achieved favorable results for clients in similar situations. In addition, if you have not addressed their specific type of problem before, they want to know that you are willing and able to learn what is necessary to solve their problem.
Answering Their Questions
Clients want answers to their questions. So don’t avoid answering their questions or telling them that you will get back to them with an answer later.
You have to be honest with them about what you do and do not know. If you do not know the answer to their question, they want you to say so and then find out the answer for them.
Being Kept Informed
Clients want to be kept informed about the status of their matter, and they want to receive timely updates. To maintain a good relationship, you must speak with your client frequently. They do not want to call you or your staff to find out what is going on with their case.
They want you to keep them informed by sending them regular updates as soon as they are available. Clients also want you to be available when they need you. They do not want to have to leave messages for you and then wait days or even weeks for you to return their call.
Clients want reasonable fees. They want to know your costs before you start work on their case, and they want you to stick to that fee agreement. Many customers have different ideas on pricing. Some are highly price-conscious, while others consider the value to be more important than quality.
You need to explain your fees and billing structure in a way that the client understands. You should also be transparent about how you calculate your costs.
Clients want to know that they are not being overcharged, and they want to see evidence that they are worth the price they are paying.
A Collaborative Attitude
Clients want a solicitor with a collaborative attitude. They want to work with someone who is willing to listen to their ideas and concerns. They also want to feel like they are part of the team working on their case.
A collaborative attitude shows that you are open to new ideas and willing to consider different solutions. It also shows that you respect your client’s input and are eager to work together to find the best solution for their case.
Clients want to be able to trust you. They want to know that you are honest and ethical. They also want to know that you will keep their information confidential.
They want to know that you will act in their best interests and that you will not take advantage of them. Clients want to trust you to do what is right for them.
Do What You Say You Will Do
Do what you say you will do. They want you to keep your promises and commitments. If you say you will call them back, then call them back.
If you say you will meet with them, then meet with them. Clients want to know that they can rely on you to do what you say.
They want you to be able to adapt to their needs and schedules. They want you to be able to work with them to find a solution that meets their needs. Clients also want you to be willing to negotiate.
Provide Outstanding Care
No client wants to be just another case or file number. They want to know that the lawyer is fighting for them, cares about them as a person, and is doing everything possible to win their case. This requires more than simply providing competent legal services. It requires outstanding client care.
It also means going above and beyond what is expected or required. This might mean taking extra time to explain the legal process to a new client. It might mean doing additional research to find a creative solution to a complex problem.
No matter what, outstanding client care means always putting the client’s needs first. This is the best way to build trust and rapport with clients, and it is the best way to ensure that they will continue to use your services in the future.
Be optimistic. They want you to believe in them and their case. They also want you to be encouraging and supportive. Clients want you to be confident about the future and their chances of success.
They want you to be confident in your ability to help them and in your ability to get them the outcome they desire.
Keep Strong Communication
Clients want you to communicate well with them. They also want to be able to reach you by email, text, or social media. They want to be able to schedule appointments online. They also want you to use technology to keep them informed about their case.
Use technology to your advantage, and you will be able to meet the needs of your clients.
Control Assumptions and Be Prepared
Clients want their solicitors to be in control of the situation and to be prepared for anything. They don’t want to have to worry about their solicitor not being able to handle the case or not knowing what they’re doing. This means being organized, efficient, and knowledgeable. It also means having a plan and being able to adjust that plan as needed.
Give reassurance that their solicitor is on top of everything and knows what they’re doing.
Efficiency and Productivity
Clients want their solicitors to be efficient and productive. They don’t want to waste time.
They want you to use your time wisely and to get things done in a timely manner. So be organized, set goals, and make sure that you use your time wisely.
They want you to be able to communicate clearly and concisely. They want you to be able to explain things in a way that they can understand. They also want you to be able to keep them updated on the status of their case without overwhelming them with information.
Be clear, concise, and informative in your communication.
What to Avoid?
- Failing to understand what the client wants
- Being Arrogant
- Not being able to empathize.
- Ignoring calls
- Fobbing off your clients
- Breaking your promises
- Being too consulting
- Lack of communication
- Being unprofessional
These are some of the things that clients want from their solicitors. If you can provide these things, you will be able to build a strong relationship with your clients. You will also be able to build trust and rapport. And you will be able to provide the best possible legal services.
Ask our Expert Legal Marketing Team
At Solicitors Marketing, we are a one-stop-shop for law firm marketing solutions based in the United Kingdom. With over five years of experience in the game, we are committed to the legal industry as marketing experts who are here to deliver an outstanding experience to all our clients by providing top-of-the-range digital marketing services that will boost your law firm’s online presence, increase your exposure and bring you more clients.
Call us on 0203 833 4926 or fill out the form below, and we will reply within 24 hours on UK working days.