Client Retention Strategies For Law Firms


CJ Williamson




Sep 23, 2022


As anyone in the law profession knows, finding clients can be difficult, but keeping clients can be even more difficult. Once a client is in the door, their personal experience with your office staff will become the basis by which they judge your practice. It doesn’t matter how good of a reputation you have in the community or how many other cases you have won; their impression of you is the only one that matters to them. Make the right impression with an attorney answering service from Posh and discover what it takes to retain clients.

Top Client Retention Strategies

To ensure you make a good impression and win over their loyalty, it is essential to have client retention strategies in place. If you notice you lose clients quickly after gaining them, it may be time to explore some new retention initiatives. Some top law client retention strategies are providing excellent customer service, reliably communicating with customers, utilizing technology, and building personal connections.

Provide Excellent Customer Service

Customer service should be at the forefront of your client retention efforts. According to a report collected by Microsoft, “60% [of customers] have stopped doing business with a brand due to a single poor customer service experience.” Imagine how much lost revenue that could lead to over the years. Excellent customer service requires your team to be friendly, helpful, and responsive. This includes being able to understand the client’s question, address it appropriately, or direct them to someone who knows the answer. This proactive approach to customer service ensures that your clients feel heard, understood, and listened to. 

Reliably Communicate with Customers

Clients need to communicate reliably with their legal team when they need assistance. Nobody likes to leave a voicemail or send an email they don’t think will be listened to or read. With reliable and multiple communication outlets, a customer can feel as though they are being heard and understood. Similarly, any outcomes, results, or changes in their case must be communicated efficiently and promptly. Without this effective communication, clients can become frustrated or overwhelmed and choose to find another law office to do business with. 

Utilize Technology

Many individuals utilize technology daily and expect communication through these outlets. In addition, technology can help streamline processes and ensure that all documents are thoroughly reviewed, signed, and received. The law profession can require a lot of paperwork, documentation, and signatures, which can pile up and get confusing. Using technology, your clients can organize their documents, sign, send, or receive information, and collaborate with you from the comfort of their homes or office. 

Build Personal Connections

Building personal relationships with your clients can make all the difference in their choice to retain you as their legal team or choose a new one. Clients want to feel like more than just a number or a case on their plate. They want to feel as though you have a personal investment/relationship with their case and that you will do everything in your power to help them. Building that relationship can take time, but with small interactions such as personally updating them on their case, calling them with updates, sending cards, or giving them gifts, you can build it up over time. 

How to Incorporate Retention Strategies Into the Workplace

Understanding what you need to do to retain customers and actually putting these strategies into place are two very different things. Thankfully, we have a simple solution for both—utilizing a virtual receptionist for law firms. Working with a lawyer answering service allows you to incorporate all of the aforementioned strategies with one solution. 

A business phone answering service helps you create the perfect first impression. Thoughtful receptionists are available to answer your customers 24/7 with friendly, professional, and helpful service. Similarly, reliable communication is a requirement for any attorney answering service. Virtual receptionists have various outlets through which they can communicate with your clients and you—making sure no communications fall through the cracks. 

In addition, most business phone answering services offer integration capabilities with your CRM and other processes to ensure that critical information is captured. This utilization of technology helps to streamline various services and provide your clients with faster, more productive calls. Finally, virtual receptionists help you form that personalized service by performing various duties to communicate with your clients. 

Work with Posh—An Attorney Answering Service

When you are struggling to retain clients or just want to provide better customer service, call the team at Posh. Our virtual receptionists are available 24/7 to answer your client’s questions and address their concerns. We take the time to get to know your company. We will personalize clients’ communications—creating that level of loyalty that is essential. 

Learn more about our services and fantastic app to discover how Posh can help your law office. You can try Posh free for 2 weeks when you mention Lawyerist!

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