As a partner with a small personal injury firm in Philadelphia, client satisfaction and retention are always top of mind. My firm prides itself on our client services by ensuring clients know we are truly on their side and will do everything in our power to help them receive the justice they’re entitled to. Not only is it the right thing to do, but it also helps us maintain a good relationship with our clients who, if satisfied, are more likely to recommend us to their friends and family. Furthermore, regular communication with clients helps us stay on top of their files when new information arises, and avoids the all too common complaint that clients never hear from their lawyer. This commitment to excellent client communication has especially paid off since the start of the recent COVID-19 pandemic, as most of our new business in the last month has come in the form of referrals from past clients. There are a few practices we have put in place to be certain our client care is consistently and continuously top-notch.
Due to effective marketing techniques as well as the nature of our practice, we regularly get inundated with calls from potential new clients. Interestingly, these calls are often from individuals that have already signed with other attorneys. Our firm is under the explicit practice of not accepting these types of cases. However, we still instruct our staff to take the time to listen and understand each new lead’s issues before gently turning them down. Despite the fact that we have a policy to not sign the individual for that particular case, we certainly don’t want to leave a bad taste in their mouth, being that it’s possible they may call us about another case in the future.
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