Use a Client Advocate to Keep Clients Happy
How do you keep clients happy and make certain all problems are resolved? One way is to hire a client advocate. Let the client know that if there is a problem, that they can call this person and she will track down the problem and get a resolution to the problem. You can also have the client advocate call the clients on a regular basis (once a month, every two weeks…) and see how things are going, are they getting answers to all of their questions, are calls being returned in a timely manner…
I was talking to one lawyer about this and he thought it would be a great role for a new employee, to help them learn the problems they will encounter, the employees and the clients. The website of Hardison and Leone in North Carolina has a client advocate. Here is what they say her duties are:
- Talking to our clients if they are unhappy with our services
- Taking steps to investigate and remedy the concern of the client
- Offering same day response to any complaint from a client
- Receiving praises and compliments for attorneys and staff
- Making sure attorneys and staff complimented by our clients receive the proper recognition
- Doing random client surveys to make sure we are meeting our goals of personal attention to our client
