Birmingham Personal Injury Lawyer Norris Injury Lawyers – No matter where they are in the country, clients have expectations that shape their experience with your law firm. They want to know that you will do what you promise. How you do this can be the difference between an amazing experience or a wonderful experience that will never happen again.
It all starts with the little things you promise. Did you call when you promised? By following through on the little things we say, we can show people that we mean what we say and that they can trust us to deliver on our promises.
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Delivering on promises to customers requires monitoring and evaluation. What is your favorite? How do you manage reviews and do you have a customer satisfaction score? The point is, you may think you’re providing the best customer experience, but it only matters if your customers think so too. That’s why it’s so important to have and follow up on exciting moments or opportunities to meet or exceed customer expectations.
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However, you can only meet and exceed the expectations of customers you know and manage. You want to accept the client’s money and their unmet expectations because at the end of the case, it’s not just the debt you collected for the client that matters. It’s also about how you treat them throughout the process.
Yes, we want the client to get the best possible outcome, but we need to provide them with a great experience throughout the entire process. This is possible because the two things are not mutually exclusive. And if you ever fail and provide poor service, it’s important to know how to fix the situation. Ready to learn more?
Listen to this episode of the Jude Shaw Podcast with Jude Shaw featuring Stephen Norris, attorney and president of Norris Injury Attorneys. They discuss WOW’s customer service experience and providing services to injured clients.
Hello and welcome to The Jude Shaw Show, a show that offers tips on creating incredible customer service. I’m your host, Jude Shaw. On today’s show we talk about the performance of Wow with Stephen Norris. Let’s discuss our experience working with clients. Stephen is the President of Norris Injury Attorneys, a personal injury law firm serving Alabama, or I hope I understand correctly, the people of Alabama. Steven was born and raised in Birmingham, Alabama and attended the University of Alabama, Roll Tide for an unforgettable experience before earning his law degree from the University of Alabama College of Law. He is also fluent in German and Finnish, but today we will try to use decent English. Stephen shares my passion for client service and devotes much of his time to how his clients are served throughout the course of a case and maintaining those relationships after the case is closed.
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I’m from the good state of Alabama and live here in New Jersey. You have a law firm there. I have a law firm. Does the geographic approach to customer service vary? For example, will it be located in the south or north?
The approach may be slightly different, but the meaning and, in fact, what you are trying to achieve are the same. You have someone who, if they contacted your company, would give you the opportunity to either confirm or clear up misunderstandings about you. If they think something negative, you have the opportunity to prove them wrong. If they think something positive, you have the opportunity to confirm it. The way of doing things may be a little different, there are people who behave differently socially, a little differently in the north than in the south. But ultimately you’re trying to build trust that you’re going to do what you say you’ll do and that you care.
I had a lot of fun working with your law firm. I have visited many law firms across the country. And in my experience, the expectation remains that you will do what you promise, that you will keep your promise. And how you do this can vary by style, industry, and even geography—our clients come from all walks of life. And even in New Jersey, our approach to clients may vary from client to client. But the goal and what we’re trying to do is the same: provide a truly top-notch customer experience. How do you do this in your law firm?
I think it all starts with doing the little things you say you’ll do, even the little things like “yes, we’ll call you at 2:00 p.m.” Will you call them at 14:00? Do you call them at three or four o’clock? I will call you back within 24 hours. Do you call them within 24 hours or within a few days? My grandfather told me that being somewhere on time is one of the easiest ways to consistently show people that you keep your word. And doing the little things that we say we’re going to do is a way of showing people that we mean what we say and that they can trust what we say. They
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How can you measure the success of a promise? So in our business, for example, we are non-negotiable. One of them could be that all calls are answered immediately or within 24 hours. And we can track it, we know when the phone call came in, we can see when it went missing. We know that there is a note in our case management software that talked about this client and addressed their concern, or that a task or deadline was created to help the client respond to whatever it is that requires it. looking for. And our core values, one of our core values is a knight in shining armor. How can you be a knight in shining armor and call someone four days later? This way we can connect our core values, but we also have ways to measure whether that promise is being delivered. In what ways do you do this in your business?
You talk about checklists and numbers and look at specifications. I think this is good on the one hand. I think before you get that far, you’ll run into things like: What are people saying to the community about me? What do the critics say? If people take the time to write reviews and reviews for you about how you’ve done everything in your power to improve their experience, improve their interactions with you, it may not be a story, but it’s certainly an indicator . This is a way to ignore it.
Conversely, if someone says negative things about you, if someone takes the time to write a review and talk about how you ruined their day, I think that’s often the response people want. . Explain why I’m okay. Therefore, this person is unreasonable. We succeeded, but that’s their fault because… and when you’re looking for great customer service, you’re looking for great people. You don’t want to leave, you’re really looking for people who will have a good experience. And are they justified in thinking that way, or is it justified that the way you treated them makes them feel like this isn’t really the discussion you’re trying to have. You’re trying to ask: What can we do for them to make their experience better?
People often come to us because of a difficult situation. A family member was injured or died, was injured and has been in pain for weeks. They are not necessarily in the patient’s most comfortable state of interacting with someone. They may have been angry with the insurance company when they contacted us. We know? Can we give them the opportunity to do this and show them that we know they can be a part of it? As for our critics, we listen little to them. If someone calls and complains, I recently had a situation where I was told that someone was mistreating our employees and saying nasty things to them, and we wanted them, that’s all. He said we couldn’t take their case. They felt like we were telling them that they and their families weren’t important.
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