The Best Attorney Customer Service Is Our Goal
I recently came across an article, which talks about the importance of customer service. The article specifically highlights the time, money and effort that restaurant chain, Chick-fil-A has put into enhancing the customer's experience at their restaurants. In these tough economic times when companies are cutting labor force to save money, this restaurant chain and a few others have refused to make that compromise.
Customer is King
Recently, Chick-fil-A's leadership determined that developing customer service was as important as developing their menu. In my opinion, what the restaurant chain calls "service innovation" is a great concept and one that should be embraced by the global business community. It is important to acknowledge that customer service is not just an important component of running a business, but could potentially become a "game changing component" of the marketing mix.
The Client Experience
The Newport Beach personal injury law firm of BISNAR | CHASE has a similar ideal to provide not just excellent customer service, but an excellent overall "client experience." In fact, making sure that our clients have a superior experience is one of our highest priorities. We regularly work on how we can make our client's experience with us the very best possible.
How do we do this? We break down every element of our client contact into individual segments -- from the initial telephone call, greeting when clients arrive at our office to interaction with staff, guidance, representation, ongoing communication and all the way past the closing of the client's case. When the case concludes, we ask the client to grade us and give us feedback through an exit interview.
Making It More Enjoyable and Less Tense
We look at each segment of our interaction with the client from the client's perspective. Since we deal with victims who have been traumatized by events such as car accidents, dog bites or accidents caused by dangerous or defective products, we work to discover how we can make the experience more enjoyable and less tense for the client. In short, we want our clients wowed at each segment of their interaction with us.
We call it "improving the client experience." It can be amazingly simple or it could take quite a bit of work and creativity to accomplish sometimes. But it is satisfying every time. That's because it is good for us as it is for clients and for business. We like the environment we produce when we focus on client experience. We work in this great environment every day. By making it great for our clients, we have made it great for ourselves.
