The Most Important Way to Improve Your Client Experience

The Most Important Way to Improve Your Client Experience

When Can I Expect Your Call?

Sometimes, the most common-sense customer service tips are the most important.

A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I just have one complaint. I wish you would respond quicker to my phone calls and emails.”  

Many times, he would take several days to respond – to both my phone calls and my emails. For what I was paying him, I felt that he should be giving me a better level of service. Well, it turns out that I wasn’t the only one who felt that way. Upon surveying clients of law firms, one of the common complaints is a slow response.

It wasn’t long after that chat with my lawyer that I was hired to speak at a large law firm’s partner retreat. There were almost 500 lawyers in attendance. The client at the firm who hired me asked me to go over my content for the speech. One of the areas I emphasized was a quick response, specifically to phone calls. He asked me to take that section out. His explanation was that it was too basic and would potentially cause the audience to lose interest over information that was so rudimentary.

The speaker who spoke just before me happened to be their number-one client, who worked at a company in Washington, D.C. that did millions of dollars each year in business with the firm. He talked about how great the law firm was, and then he opened it up for questions. The first question from one of the attorneys in the audience was, “Can you tell us something that we could do to make your experience better?”

Without hesitation, the client said, “Return my phone calls faster.”

I glanced over at my client and he had a petrified look on his face. He looked at me and whispered, “Maybe you should put the part about a quick response to phone calls and emails back into the speech.” I smiled and gave him the “thumbs up.”

Related: 5 Customer Service Tips to Stay Competitive in 2018

Here was a law firm that charged hundreds of dollars per hour for their work. Their clients were willing to pay this, adding up to millions of dollars per year. And, the first thought that came to mind when asked how to improve the experience was basic common-sense: just return calls quicker.

I can’t emphasize this simple concept enough. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not.

So, there’s nothing fancy to teach for today’s customer service lesson. Nothing technical or difficult. Nothing that really takes practice or role-playing. It’s just a simple common-sense tactic that shows you are paying attention to your customer, and that’s just to call them back in a reasonable timeframe. Not three days. Not two days. But ideally, the same day. Maybe even within a few hours, if you’re available.

Shep Hyken
Client Experience
Twitter Email

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and ... Click for full bio

Most Read IRIS Articles of the Week: Feb 19-23

Most Read IRIS Articles of the Week: Feb 19-23

Here’s a look at the Top 11 Most Viewed Articles of the Week on, Feb 19-23, 2018

Click the headline to read the full article.  Enjoy!

1. Don’t Get Pinged by the Social Security Earnings Limit

I’d like to introduce you to Peggy. Born in 1956, Peggy will be 62 in 2018. She has worked in retail her whole life, the past twenty-five years spent in management. Peggy divorced from her husband 14 years ago, is still single and has no children. — Dana Anspach

2. We're Back to “Bad News is Good News” and “Good News is Great News”

This week the markets shrugged off last week’s fears and went back to the slow and steady melt up, despite economic news that looked likely to once again rock the boat. — Lenore Elle Hawkins

3. Q1 2018 Factor Views

Themes established in 2017 across a wide range of markets and factors continued to resonate through the fourth quarter. Economic growth was strong and supportive of equity markets across the globe, a range of volatility measures reached all-time lows, and business and consumer sentiment remained elevated. — Yazann Romahi and Garrett Norman

4. A Beneficial Basket of Commodities

Advisors and investors that feel they are hearing more and more about commodities and the corresponding exchange traded products in recent months are right. That is a natural result of dollar weakness and yes, the greenback is floundering again in 2018. — Tom Lydon

5. 3 Trends Shaping the Future of Asset Management

As the industry works to cope with new regulation, wades through an outpouring of new products, learns to satisfy investors’ shifting priorities and manages the active-passive debate, the viability of business units will be questioned, and at times radical measures will be taken. Peter Hopkins

6. 5 Ways Advisors Leave Money on the Table, and What to Do About It

My hope is that this article points out some opportunities for you to make more money and serve your clients at a higher level and that you decide to do something about it. — Bill Bachrach

7. The Market Has Gone Wild! Is It Time to Change Your Investment Strategy?

Whether the market is flying high or taunting your emotions with new lows and some bumpy volatility, here are four things every investor should keep in mind ... — Lauren Klein

8. How to Deepen Client Relations and Capture New Business Using Engaging Content

Why financial advisors NEED to understand much more clearly the power of good digital market. With tools like AdvisorStream, it’s easier than ever to get the content you need to drive leads and referrals today! — Kirk Lowe and Matt Halloran

9. Three Ways The Most Successful Gain Big Attention

How do some firms and ideas go from nowhere to everywhere in a few short months? All of a sudden a restaurant becomes popular, a gas station gains a cult following, or a Broadway show becomes too popular to get a ticket for years. — Maribeth Kuzmeski

10. Who Are the Hottest FinTech Firms and Influencers Around the World?

"Worldwide, $27.4 billion poured into fintech startups in 2017, Accenture reports, up 18% from 2016. With so much in play, it’s not surprising that 22 companies are new on this, the third edition of our list."  — Chris Skinner

11. The New Stock Market Normal Is Not What You Think!

Many sensational headlines have been written the past few weeks about market declines, but two things have increased for sure: the viewership and the ad revenues of financial media organizations — Preston McSwain​​​​​​​

Douglas Heikkinen
Twitter Email

IRIS Co-Founder and Producer of Perspective—a personal look at the industry, and notables who share what they’ve learned, regretted, won, lost and what continues ... Click for full bio