Comments on: Legal Marketing Tip: Improve Your Client’s Experience

By: JayFleischman

JayFleischman — Wed, 09 Dec 2009 03:11:49 +0000

Travis, thanks for the comment and the insights. Customer service lags in all fields, and with posts like yours we can hopefully open up more eyes to the need to help the client in new and better ways.

By: JayFleischman

JayFleischman — Tue, 08 Dec 2009 21:11:49 +0000

By: Weekly Brief – The Holiday Edition (week ending 12/6/2009) | The Inspired Solo

Mon, 07 Dec 2009 15:20:14 +0000

[...] how to script a better client experience at Legal Practice Pro from my good friend Jay [...]

By: Arrest records

Arrest records — Fri, 04 Dec 2009 05:28:36 +0000

I studied customer service techniques at the uni, and I think that it's really a big and difficult area, and if someone thinks, that it's easy and everyone can work in this area, I'd say that he is wrong. Remember, that clients are always right.

By: billbalena

billbalena — Wed, 02 Dec 2009 16:46:38 +0000

I am actually amazed that a practicing bankruptcy lawyer has the time to blog as much as you do. I have seen a real uptick in the cases coming in (with money). By the end of the day I am just whipped. I have all kinds of intentions for the weekend, but my wife has her intentions. Guess which get done.

More on point. I think this is an amazing post. It really gets to the root of the bk experience from the client perspective. This site always gives good information. This post is solid gold studded with diamonds.

One of these days I will have to put up a more recent picture for my gravatar. This one is about 20 years old, but I always liked it. I think it was the hat. My biggest problem is that I am always the guy behind the camera. As your children grow you will experience that as well.

By: Travis Smith

Travis Smith — Wed, 02 Dec 2009 15:30:28 +0000

Jay,
I do think that a good first step is talking to your client. But you are absolutely right. Giving clients what they want will usually result in the same old, same old. The trick is really listening to what the client's goals and needs are, and not just give them all the cool stuff they think they want.

I also cannot agree more with continuing down the road and asking questions to stakeholders and users all along the way. You can never ask too many follow-up questions when you are trying to understand the actual motivations, goals and needs of a client or customer. You can't start improving your customer's experience until you understand your customer's motivations, goals and needs.

I am glad to see experience work being done is other industries. Everyone has customers that need to be treated better.