Seat At The Table: Getting an “A+” in Client Satisfaction

In this episode of the Un-Billable Hour’s Seat at the Table:

• What’s the difference between sending clients out the door with their case successfully resolved and having clients walk away with a great feeling and a real human connection to you and your firm
  
• A law firm is a service industry. Successful firms understand how personal, attentive service and communication leads to happy clients and builds repeat business and referrals. 
  
• Clients begin to form their opinion – their gut feeling – of your firm from the second they reach out. Most have never hired an attorney, it’s scary. Being kind and supportive from start to finish pays off in client satisfaction.  

Take a “seat at the table,” with host Christopher T. Anderson and guests as they share the nuances of customer experience, client satisfaction, and going beyond achieving a desired outcome.

What is “customer satisfaction?” As attorneys, we may think that means handling a case with efficiency and competency. But clients want, maybe need, more. Empathy, guidance, and a process that makes them feel heard and that their attorney cares about their problem.

In this episode of a Seat at the Table, Christopher is joined by experienced and successful attorneys Ruby L. Powers and Amira Hasenbush and legal marketing guru, former attorney, and co-host of the Legal Talk Network’s Lunch Hour Legal Marketing podcast Gyi Tsakalakis.

Hear ideas for delivering a delightful experience. Build trust and connections (and earn repeat business and referrals). Getting a good outcome these days is table stakes, you’re expected to do your job. The A+ in experience is the client who leaves feeling appreciated, recognized, and supported.

Technology is great. AI is changing the game. But no tech replaces a human who doesn’t just pretend to care, but really does care. It doesn’t matter what you think you’re delivering. What matters is what your clients feel you’re delivering. 

Special thanks to our sponsor CallRail.

Mentioned in This Episode