Paul Marchese and Marchese & Maynard LLP provide high-quality legal protection that has become highly regarded in their field. That’s because they focus heavily on making customers happy over anything else. This focus on client service is essential for any firm that wants to succeed. Here are several ways to boost your customer service and make it more effective for your law firm.
Ways Paul Marchese of Marchese & Maynard LLP Improves Customer Satisfaction
Paul Marchese works hard to give his clients the satisfaction that he knows they deserve. It isn’t always easy for new law firms to understand this process, as many focus on getting established. However, even thriving and major legal teams may not fully understand why customer service is so essential and make the mistake of offering sub-par or low-quality help to their clients. Thankfully, improving your service isn’t challenging if you take the smart steps first.
Marchese & Maynard LLP focuses on creating a no-hassle customer service policy that focuses on thinking from the customer’s perspective. For example, Paul and his team sit down and talk with each customer about their legal concern, learn more about their needs, and put themselves in that person’s shoes to get a better feeling for what it’s like to be them with their legal concern.
After taking this complex step, they typically feel more connected with their client and more confident in tackling their needs. Paul Marchese focuses on first-contact satisfaction, in particular. This concept includes putting your first foot forward when talking with a client. For example, you should use polite language, listen attentively, ask essential questions, and engage with the client as they talk.
Just as importantly, you need to pay close attention to all the details of a case and work above and beyond what the case may require. For example, spending hours researching previous legal precedents ensures a higher quality of service and increases customer satisfaction by letting them know that you take their case seriously and are doing all you can to improve it.
This process should include spending time interacting with your clients in person, explaining your policies to them in depth, calling them back as soon as possible (and no later than 24 hours after their call), and keeping them in the know through progress reports. Even a quick text telling them that you haven’t made progress on a case is better than keeping them in the dark about it.
It’s that focus on making customers happy and knowing that separates Paul Marchese and Marchese & Maynard LLP from companies like them. They understand that a happy customer is one who will consistently come back for service and suggest a legal team to their friends. More importantly, this firm knows that real satisfaction comes from knowing that you’ve done what you can for your clients and they appreciate your hard work and dedication.