Are your clients 100 percent satisfied with your services?
You probably think they are if their cases are going well, but your clients have a different point of view and may find your services lacking for some reason or another. Customer service is much more than obtaining a good outcome for clients at trial or in their immigration applications – it’s about making clients feel respected and in the loop.
Providing superior customer service is crucial for firms that want to maintain their reputations and grow their client lists. Becoming known for stellar client services will increase referrals from clients to their families and friends, and bring more prospective clients to your firm’s front door.“Providing superior customer service is crucial for firms that want to maintain their reputations and grow their client lists.”
Where to start
To provide exceptional customer service, you may have to do some home-grown research and make some changes. Begin by evaluating your current level of client satisfaction by asking for feedback from current and recent clients. A quick online survey is a great way to gain constructive criticism.
Additionally, make sure everyone in the firm is on the same page regarding customer service. Only a client-focused culture will bring about 100 percent client satisfaction ratings.
One of the biggest hurdles to keeping clients happy with your services is managing their expectations of you. The services you are able to provide can sometimes differ from what the client expects at the onset of the relationship, which leads to dissatisfaction with how the case is going. For instance, some clients want you to be available late at night for questions, even though you have family obligations, or desire weekly updates on their case, though this is unnecessary at some stages of the application process. It’s up to you to explain to clients your availability and the type and frequency of communications so they aren’t expecting more than you’re able to give.
Use your CMS
Your immigration case management software is a strong tool that can help manage client expectations. All of your clients can have personalized login credentials that will give them access to the CMS client portal. Clients can then see the progress of their case and privately contact you if they have questions. These features will cut down on unnecessary late night phone calls when clients are wondering if anything new has happened.“Your immigration case management software is a strong tool that can help manage client expectations.”
You can also program your CMS to do some of your work for you. The case management platform can be set to automatically email clients when deadlines are approaching or certain events occur. This way, you never forget to let a client know something important or to remind them of a specific meeting or hearing. Automatic messages save you time and ensures your clients are also up to date on their cases.
While your CMS can do a lot of work for you, there’s no substitute for showing your clients you’re personally invested in their cases. If you know you’re entering a waiting period on an application, set alerts for yourself in the CMS so you don’t forget to call and check in with clients. Though it may take weeks or months to hear about an application, your clients shouldn’t have to wait weeks or months to hear from you. Sometimes, all they need is a call to reassure them the wait is normal and that you haven’t forgotten them.