How to Adopt a Service Mentality

Today, nearly everyone in a law firm or legal department will work directly with clients at some point in their day or week. Organizations that embrace a service ethic position themselves to offer better representation to clients.

To demonstrate your service ethic on the job or while interviewing for a new position, keep these tips in mind:

1. Prioritize Communication

Treat responses to clients as a priority. Make it a goal to respond to a client’s phone call or email within one hour of receiving it during the business day, and as soon as possible when you arrive at work to find a message on your voicemail or email.

The more quickly you respond to clients and the more help you can give them, the more your clients feel valued. They are also better equipped to make the right choices when it comes to their legal matters.

2. Build a Personal Connection

Evidence that you see your clients as people rather than legal issues or a source of payment can go a long way.

These gestures don’t have to be overly intimate – in fact, it’s often better if they’re not. For instance, if you know the client has children, ask how the children are doing. If the client arrives at your office during bad weather, ask if they’re all right and perhaps offer them a hot drink. These small touches can put the client at ease and lay the groundwork for a more candid relationship.

3. Share What You Know

Clients come to legal professionals because their legal professional has a skill that they, the client, do not have. As a result, clients may feel overwhelmed or ignorant regarding critical issues that affect their lives.

Taking the time to ask clients if they have questions, to answer those questions, and to explain key issues can help your clients gain trust and confidence in you and the process. It can also help them make more informed decisions regarding their legal matters.

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