About this episode

The episode discusses the importance of client satisfaction and personal connection in law firms.

In this episode of the Un-Billable Hour’s Seat at the Table: What’s the difference between sending clients out the door with their case successfully resolved and having clients walk away with a great feeling and a real human connection to you and your firm A law firm is a service industry. Successful firms understand how personal, attentive service and communication leads to happy clients and builds repeat business and referrals. Clients begin to form their opinion – their gut feeling – of your firm from the second they reach out. Most have never hired an attorney, it’s scary. Being kind and supportive from start to finish pays off in client satisfaction. Take a “seat at the table,” with host Christopher T. Anderson and guests as they share the nuances of customer experience, client satisfaction, and going beyond achieving a desired outcome. What is “customer satisfaction?” As attorneys, we may think that means handling a case with efficiency and competency. But clients want, maybe need, more. Empathy, guidance, and a process that makes them feel heard and that their attorney cares about their problem. In this episode of a Seat at the Table, Christopher is joined by experienced…

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