Attorney Darl Champion was a August 2021 guest columnist for Law.com sharing the importance of the client experience.
“As lawyers, we often fail to understand what clients really want. Sure, they want positive results. But most are looking for far more than that, even if their expectations are never explicitly stated. In the midst of what may be one of the most trying, stressful and consequential moments in a client’s life or business, they’re also counting on a positive experience. What a lawyer does for a client (the result) can be overshadowed by how he or she does it (the experience).
If there’s one thing I’ve learned about growing a small law firm, it’s the importance of creating an exceptional client experience. Here’s the key lesson:
If you provide a service to a client then you’ll earn a fee. But if in the process of delivering your legal services you provide a positive, memorable experience, you’ll also earn a loyal ally and enthusiastic advocate for your firm. Clients will come back for more—and bring others with them.”