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…

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Legal advice on labor law
You can often hear from lawyers that labor law is simple, so there is no need to attract external consultants to resolve internal issues of companies, because you can easily…

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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…

Continue reading →

The main ways to improve the relationship of a lawyer with a client

I’ll tell you a secret right away: there are no secrets in improving relations between a lawyer and a client, because we all know how to be in good relations with clients. We just don’t realize and do not always really want it.

I can confidently say that our client is, first of all, a person who is a complex and unique person. Formally, we acquire clients as professionals, usually not before graduation, that is, after 25 years. However, already by this age we have learned to start, develop and end relationships (friendships, business, family, romance, etc.). I dare to assert that the key word that is worth remembering in the development of any relationship (in particular, customer) is “to cherish”. If we treat the client as an equal person who is valuable in itself, and strive to cherish partnership business relations with her, then we have already achieved success. After all, success lies in choosing the right path and confidently moving forward.

Therefore, we will further focus on tips that will help everyone act in the above manner. There are many such tips on the Internet and other sources of information; most of them can be useful. True, they will not necessarily be useful to you, so read or listen to them critically and choose exactly what suits you and your legal practice. Next, I give tips that I myself took.

Tip number 1

Start with yourself, because you are the person who should advise the client how to solve a complex legal problem, usually there is also a deeply personal one. Lawyers help to cope with such emotional challenges as divorce, obtaining custody of children, success and survival of the work of a lifetime, ensuring a decent old age in a pension dispute and other similar issues. Answer your question: “What do I personally need to help a client cope with such a challenge?”. Qualitative and adequate sleep, psychological balance, enough time in the fresh air are universal tips. Of course, you know what you need. Make sure you feel good and strong enough to help those who need it.

Tip number 2

Try to understand the client and his business as best as possible if you advise on business matters, or life circumstances, if the problem relates to labor or family law. Also do everything to understand the internal motivation of the client to do business, understand his worldview, values, life path and desire for the future. For this, most likely, you will need to open up to the client as a person and thus you can find common ground in order to act on the same wave, that is, get the synergy effect from cooperation. Two people who have found not only common commercial and professional points of contact, but also a common language on many communication planes, will probably want to maintain business and personal contact in the future.

Council number 3

Try to meet with the client and communicate with him personally. This becomes crucial when a difficult situation matures. Our life is so captivating in our whirlpool and makes us respond to problems with the help of electronic messages that we do not have time to just go down one floor in the office room to discuss the issue face-to-face. However, it is precisely such moments of easy communication with coffee or lunch that strengthen our relationship and remain in our memory as positive memories. They help to jointly and creatively find solutions to complex problems. At the same time, when you go or go to such a meeting, you can use to ponder your cooperation and set up a serious business conversation.

Tip number 4

Sometimes relationships with customers can become more complex, and the challenges seem more than what you can handle at a certain stage of your development. In such cases, seek the advice of your management, more experienced colleagues, and possibly someone from outside your company / organization. The people you ask for advice will only benefit from pondering the situation with you and sharing their experiences. Therefore, you thank your mentor just by addressing them, because for them it is both recognition and an opportunity to grow.

Tip number 5

Constantly learn and do not think in a stereotyped way. The client will immediately notice your readiness for new challenges or being closed to changes. As much as we would not like to fit the situation into a template in order to easily cope with it and have good work efficiency, all working situations are unique. Previous experience only tells us how best to help the client, but does not allow us to treat client requests as in routine tasks. There can be no identical divorces or mergers and acquisitions. These are always unique people, special enterprises, unexpected circumstances and adverse conditions that require absolute attention, complete dedication and openness of new information.

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