Washington Lawyer - November 2018 - 8

CAREER AND PROFESSIONAL DEVELOPMENT

DOES YOUR LAW FIRM PROVIDE

iStock

GREAT
CUSTOMER SERVICE?
W

hen we think of customer
service, we think of how
we are treated when we
buy something in a store or stay
in a hotel. When customer service
is great, we tell others how well
we were treated.

By Geoffrey B. Gilbert

As lawyers, our clients are the
customers of our law practice.
When they talk to others, it's good
for us when they say that they
received great service.

Smart lawyers know that when clients receive great
service, those clients return with additional matters
and refer new clients. Every day, the consumers
of our services evaluate us based on how easy
or difficult we are to work with.
Here are five practical, effective customer service
elements from a checklist I use when I coach
lawyers and managing partners in customer
service:
1. Make clients feel special as soon as they walk
through your door. Many firms do a perfectly
good job of greeting clients when they come to
the office. That said, it's inexpensive to make
clients feel both important and special. For
example, the receptionist might greet the client
by name, offer water or coffee, and ask the client
if there is anything else he or she might need
before meeting with the attorney. Asking "How is
your day?" can set the tone for a great
appointment.
2. Set clear expectations. Clearly and carefully
setting expectations about the outcome of their
case makes clients feel great about your representation. Asking clients about their expectations
at the intake meeting and being honest about

8

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Washington Lawyer - November 2018

Table of Contents for the Digital Edition of Washington Lawyer - November 2018

Washington Lawyer - November 2018
Contents
Digital Extras
Your Voice
From Our President
Career & Professional Development
Calendar
Government & Gavel
Smart Cities: The Future of Living
I, Lawyer? Ai & the Law
Cybersecurity: Preparing for the Inevitable
Member Spotlight
Global & Domestic Outlook
Worth Reading
Media Bytes
Attorney Briefs
Ask the Ethics Experts
Disciplinary Summaries
Community & Connections
Last Word
Washington Lawyer - November 2018 - Washington Lawyer - November 2018
Washington Lawyer - November 2018 - Cover2
Washington Lawyer - November 2018 - 1
Washington Lawyer - November 2018 - Contents
Washington Lawyer - November 2018 - 3
Washington Lawyer - November 2018 - Digital Extras
Washington Lawyer - November 2018 - Your Voice
Washington Lawyer - November 2018 - From Our President
Washington Lawyer - November 2018 - 7
Washington Lawyer - November 2018 - Career & Professional Development
Washington Lawyer - November 2018 - 9
Washington Lawyer - November 2018 - Calendar
Washington Lawyer - November 2018 - 11
Washington Lawyer - November 2018 - Government & Gavel
Washington Lawyer - November 2018 - 13
Washington Lawyer - November 2018 - 14
Washington Lawyer - November 2018 - 15
Washington Lawyer - November 2018 - Smart Cities: The Future of Living
Washington Lawyer - November 2018 - 17
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Washington Lawyer - November 2018 - I, Lawyer? Ai & the Law
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Washington Lawyer - November 2018 - 27
Washington Lawyer - November 2018 - Cybersecurity: Preparing for the Inevitable
Washington Lawyer - November 2018 - 29
Washington Lawyer - November 2018 - 30
Washington Lawyer - November 2018 - 31
Washington Lawyer - November 2018 - Member Spotlight
Washington Lawyer - November 2018 - 33
Washington Lawyer - November 2018 - Global & Domestic Outlook
Washington Lawyer - November 2018 - 35
Washington Lawyer - November 2018 - Worth Reading
Washington Lawyer - November 2018 - 37
Washington Lawyer - November 2018 - Media Bytes
Washington Lawyer - November 2018 - 39
Washington Lawyer - November 2018 - Attorney Briefs
Washington Lawyer - November 2018 - 41
Washington Lawyer - November 2018 - Ask the Ethics Experts
Washington Lawyer - November 2018 - 43
Washington Lawyer - November 2018 - Disciplinary Summaries
Washington Lawyer - November 2018 - 45
Washington Lawyer - November 2018 - Community & Connections
Washington Lawyer - November 2018 - 47
Washington Lawyer - November 2018 - Last Word
Washington Lawyer - November 2018 - Cover3
Washington Lawyer - November 2018 - Cover4
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