Legal Staff Marketing

You’re ready to grow your client base and have been researching the most effective marketing strategies attorneys like yourself should be using to get the best results. You’ll roll up your sleeves to learn as much as you can about marketing to make this happen. That’s terrific—but there’s just one small problem. Increasing your marketing efforts doesn’t just depend on you…it’s up to your team, too. If you really want to keep clients streaming in, you’ve got to have the marketing talk with your staff and make sure they’ve got the same game plan in mind that you do.

Great service = happy clients and more future business

In today’s world, lawyers have to deliver superb customer service if they want to keep their clients happy. But even if you’re willing to take that 3 a.m. phone call to sort through facts or greet your client with a smile even though you’re on two hours of sleep, your efforts for stellar customer service can all be unraveled by one lackadaisical staff member. Remember, your team is representing your name. This means that when your client contacts you via phone or walks through your office, everyone they come into contact with might as well have your name stamped across their foreheads.

Your receptionist is like the gatekeeper—the first point of contact. Make sure that this vital team member is as enthusiastic about exceptional service as you are. This same rule applies to everyone on your staff—from your secretary to other partners in your firm. So if you haven’t already, have the Monday morning meeting about the importance of terrific service for each and every client. Professional marketers will also tell you that teaching your staff marketing techniques will help empower them and make them feel like an important part of your legal team.

Creating a marketing checklist

Your firm represents you, so you decide on everything from how you want your phone answered to protocol for reaching you when you’re away. By creating a list of basic marketing techniques you would like to see utilized, you’ll empower your team to always be thinking about the best ways to represent your firm.