Think about how you choose between similar services. If two restaurants have great food at comparable prices, do you return to the one with slow, rude service, or the one where you felt taken care of?

While its obvious that clients want their lawyer to be good at handling their case, these days that often isn’t enough. Clients increasingly demand good “customer service” from lawyers, just as they would in any other field.

In Mary Lokensgard’s article “Positive Client Experience? How to Improve Hospitality in the Office” she makes that point that quality legal work is the minimum that clients now expect.

Ms. Lokensgard focuses on three aspects of client service that firms should look at addressing:

  • How clients get to your office
  • The time they spend there
  • What happens when they leave

Taking care of these three areas can ensure you eliminate most of the negative experiences clients often complain of when dealing with lawyers.

For additional reading on how you can improve your relationship with clients, see Managing the Lawyer/Client Relationship.