Episode 262 – Secrets of Attorney Marketing — Richard Jacobs – Client Perception of Your Company & The Service You Provide

In this insightful, insider-marketing tips podcast, Richard Jacobs, founder, and president of Speakeasy Authority Marketing discusses the many potential problems and roadblocks that could be pushing your clients away and hurting your firm.

As a ten-year veteran of attorney marketing, Richard Jacobs shares a few tips that can be invaluable for every law firm, big or small. As Jacobs states, problems may be happening that you are not even aware of. Customer service is paramount for every firm that wants to attract clients and keep them. How a customer or client perceives you and your business is vital to the survival of your business. A satisfied client is one who will stay with you and return for every legal issue or problem they have in the future. Jacobs explains that bad customer service, at any level of your business or organization, can sully your reputation and cause clients to drop you as their attorney.

The marketing expert recounts a personal story of renting a car while on a family trip. His initial point of contact, a knowledgeable and courteous salesperson, presented a membership plan that would allow Jacobs to get better perks and save money when transacting with the rental car company. In addition, she was aware and helpful as she noticed that Jacobs was with his family and thus offered to upgrade him to a larger vehicle. The services offered were outstanding, and the customer service was top-notch. Jacobs was pleased, on his way to becoming a dedicated customer. However, the goodwill that was built up by this one excellent employee was ruined a few days later, as Jacobs returned the car to a garage and the rental car company’s employees were inefficient, not helpful, and actually rude. In an instant, a satisfied customer turned into a disgruntled customer. There would be no future business… years and years of potential revenue to the rental car company—gone in sixty seconds.

Jacobs underscores the lesson to be learned is that any employee, on any level in your company, can have a significant impact on whether your customer or client is happy and will return for future business. How a customer or client perceives you is critically important, and when they have a bad experience, not only do they leave you, but they may share this experience in social media, which could then sour multiple potential customers on your business.

Jacobs explains that every business needs to actively police themselves from top to bottom. Jacobs talks about the immense value of utilizing mystery shoppers to assess the kind of customer service your employees are providing. An impatient, unhelpful, or rude admin person answering the phone could cost you a client right then and there. A website that is written or designed poorly, or has faulty architecture, can turn potential clients away. There are so many possible problems that could occur with your systems, employees, and procedures, thus Jacobs encourages every firm to take a good, hard look at their company on a regular basis, to ensure that clients get the performance and service they expect and deserve, which will result in business success for you and your firm.

Contact Richard Jacobs at Speakeasy Authority Marketing and let he and his team get to work. Maximize your potential. Call him at (888) 225-8594 today.

Podcast: Play in new window | Download