Improving Client Experience

One of Kohlmeyer Hagen’s core values is helping people through difficult times. To that end, we want to make sure the clients have the best experience possible under the circumstances. The following list contains things to keep in mind when interacting with clients and working their cases. This information was gathered directly from client surveys.

What clients like:

1. Paralegals. Emulate what makes them awesome.
2. Feeling special/important: Note personal details, stay 100% focused in interactions.
3. Kindness/compassion: Relect back what they say, empathize and reassure.
4. Offer assistance: To the exta mile, provide links to resources, prepare them for big events, provide a paper copy of hte MTA, practice/review materials if appropriate.
5. Demonstrate knowledge: Confidence, confidence, confidence!
   • Jason’s comment: confidence is HUGE…say your lawyer has experience, can handle this, is good, etc! It’s hard to overstate how important being confident is to the client experience.
6. Clear explnations of processes: Find your script and make it easy to understand, present options, provide summaries, ask FLD leaderhsip for guide templates if you need them.
7. Efficiency: Manage your time, anticipate the next steps, commuinicate clearly with your paralegal.
8. Strong work ethic: Tell them what you’ve done, what you’re doing now, and what your going to do next.

What clients don’t like:

1. Lack of communication: Set tasks to ensure frequent contact.
2. Cost/result imbalance: Communicate what you’re doing frequently so there is no question you’re working the case.
3. Missed deadlines: DON’T DO THAT, it should never be your fault if it happens.
4. Padded billing: Be mindful of whether what you’re spending your time on is actually advancing the case.
5. Never meeting their attorney: Actively encourage meeting at least once.
6. Feeling lesser than/not believed: Watch your tone, actively listen, empathize, reassure.
7. Feeling like thier attorney could have done more: De-brief after hearings, encourage in-office visits for hearings, clearly explain your strategy and why.
8. Not remembering their name: Make sure MyCase is pulled up before talking on the phone, prep for in-person meetings/hearings by reviewing the file beforehand.

When you have happy clients, help spread the word by asking for a review:

While working with a happy client or when finished with a case, send them a text message using this simple script: (it’s asking for a Google Review)

Client Text Script:

Hi [Client Name]

This is [your name] from KH Law. It was a pleasure working with you! @@OR@@ I’m so glad we were able to get you a good result on [appropriate issue]. My boss pays close attention to Google reviews, and they’re part of my performance review. If you could leave a 5-star review and mentioning my name it would mean a lot!

Thank you so much for your support! https://g.page/r/CSCVT6EWJRMIEAE/review