In this interesting marketing tips podcast, Richard Jacobs, the founder, and president of Speakeasy Marketing, Inc. discusses the value of texting your clients.
Jacobs has over a decade of solid experience specifically in the area of attorney marketing. His company has its finger on the pulse of what is current in attorney marketing strategies, and also what is on the horizon. As Jacobs states, in regard to texting clients, attorneys might initially think about potential problems with ethical and disclosure issues. And of course, there is also the issue of annoyance… why would I want my clients texting me at two in the morning? These are issues to consider, absolutely, and Jacobs does not advocate setting up a texting strategy via an attorney’s personal cell phone, but how can you get the benefit of texting and avoid all the aforementioned problems?
Jacobs acknowledges that while some clients might enjoy texting, others prefer calls, and some may only respond via email. The point is, you have to be flexible and respond to your clients’ needs, connecting with them in their preferred mode of communication. Communicating with your clients in the manner they prefer reduces friction, increases client satisfaction, and… increases client retention! Clients enjoy being able to get their questions answered quickly and easily via the method of communication they prefer; it’s good customer service. And customer service is an essential part of the value that most successful attorney firms deliver.
Jacobs outlines how attorneys can set up the texting service option for clients, and make their clients aware that they can reach out via text with a question. And even though you’ll have to let clients know that some information cannot be shared via text due to the reasons mentioned earlier, the initial text will get the ball rolling for the client. It will facilitate the process, and move their question quickly forward, in front of the eyes of the attorney who can get back to them quickly via a confidential means of communication.
Jacobs recommends setting up a new line, a separate phone number that allows incoming and outgoing texting. After set up, attorneys will need to have clients sign off on a very brief disclosure form, alerting them of the service, and their options, and of course, getting their approval. But this is a small amount of work for the attorney that could potentially be a big boost to their firm. Jacobs states that many attorney firms still use fax machines and other outdated methods of communication; texting could be a great leap forward. Many clients will appreciate the option of texting, and your younger clients may actually expect it, as the younger generation largely prefers texting. We are connected to our smartphones and texting is a way that your firm can communicate better, and keep clients happy.
Contact Richard Jacobs at Speakeasy Marketing, Inc. and let he and his team assist you with marketing strategies that will accelerate your firm’s outreach and maximize your potential. Call him at (888) 225-8594 today.
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