According to Harvard Business Review, the most effective way to connect with clients is at an emotional level, tapping into their fundamental motivations and fulfilling their deep, often unspoken emotional needs.
Does your law firm create this type of experience for customers in order to bolster your client base? If not, here’s what you need to do.
In order to have an emotional connection, you must first create a personal connection. Despite the mostly detached and screen-driven world we live in today, people still crave it. Humans are fundamentally social animals; they possess a powerful need for communication, connection and a sense of belonging.
That being said, there is nothing more impersonal than having to send an email to get hold of a law firm or hearing a static “leave your message at the tone” when no one picks up. This especially rings true when clients, or even potential clients, are distressed. Anyone should be able to reach and communicate with real human voices in their time of need.
Empathy IS Genuine
This is where empathy comes in. When clients call, there should be someone on the other end of the line ready to listen, understand, and show empathy.
Hiring and training the right staff to follow these types of procedures takes a lot of time. Between legal intake centers and your own staff being the voice of your law firm, it is important that clients are left with a genuine and personalized experience.
Alert Communications Keeps it Personal
Alert Communications is ready to help and is well-versed in “keeping-it-personal.” Our intake specialists always:
- Use your client’s name
- Listen without interrupting
- Acknowledge their perspective
- Show Patience
- Smile through the phone
- Focus solely on your client
With the ability to customize any of its services, our intake specialists can provide your clients with personalized attention—however you see fit! We’ll keep your law firm looking and sounding professional while keeping it personal and cultivating genuine human connection along the way. For more information visit us at https://www.alertcommunications.com or call 844-694-6825.