On issues of increasing the limitation period in civil proceedings
Professional lawyers of the Verdict consulting company from the city of Kharkov, based on their own practice, argue that in modern realities of life there is no country in which…

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Extract from the Register of Property Rights to Real Estate
The purpose of obtaining an extract. The legislation of Ukraine provides that an owner who intends to make a transaction with his real estate located on a land plot must…

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Autumn Changes to the Tax Code
On 5.10.2016, the Government approved the draft amendments to the Tax Code developed by the Ministry of Finance (hereinafter - the Ministry of Finance). Before the document was submitted to…

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Customer Service: How to Maintain Loyalty

Customer Service: How to Maintain Loyalty
Lawyers’ loyalty to client problems By conducting analytical work to collect information and conduct business training, employees of the Moscow City Collegium of Lawyers Pravex, which provide arbitration services, subscription customer services and others, argue that if you ask lawyers, they actually provide high-quality services and serve their customers “perfectly”, they will always answer: “Of course”, because they are sure that they serve each of their customers better. But when you talk with clients and ask them to give an assessment to the work of the lawyers who serve them, most of them rate the service at three points.

High-quality service is very important for clients, and they always have a choice who to turn to, since thousands of talented lawyers work in this area. However, this choice is sometimes difficult to make, because the criterion is not only a legal product – often people are looking for lawyers who not only provide high-quality legal services, but also make it so that the client is satisfied.

For a law firm, a client is something without which its functioning is impossible. Of course, customers are different – some bring key profit, others – little money. However, in today’s times, law firms are happy with any customers. Therefore, an important task for each company is not only attracting new customers, but also maintaining existing ones. This task becomes especially urgent in conditions of total dumping and market restructuring in connection with events in the east of the state and in Crimea. Accordingly, today, law firms need to include in their marketing strategy such an item as customer retention and maintaining their loyalty.

First of all, law firms must provide quality services. This is crucial for long-term customer service. At the same time, it is necessary to pay attention to the numerous “nuances” of working with each client. In particular, billing should be understandable for the customer, he should call back on his phone calls, and inviting him to his office should appreciate his time and not make him wait for a meeting. Also, there should be an appropriate ethics in relations with the client – let’s say you should not book a ticket to a business class if the client is flying in economy class, because it will look like a lawyer is unjustifiably spending his client’s money.

Also, an important factor for the implementation of property insurance services for the population I would like to note the good organization of searching for an approach to each client. For example, a person who wants to receive such a type of insurance policy as a green card for a car can apply to the Soglasie insurance company, whose employees will provide a full range of services provided in this case.

Quality standard

Recently, the number of law firms that are thinking of introducing internal standards for the quality of services provided to customers has been growing. Preferably, such standards should be created by a team or committee of a law firm of quality. Before people, to prepare such a document, it is necessary to set the task: to develop in detail standards for the provision of quality services, which includes anticipating the smallest nuances that can play a big role.

Most Western law firms have long been actively using quality management systems, while Ukrainian lawyers for the most part do not even realize that such an opportunity exists.

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