The Vital Role of Employees in Creating Exceptional Client Experiences

The Vital Role of Employees in Creating Exceptional Client Experiences

by Shaun Cremins | September 07, 2023

A guest blog by Shaun Cremins, CX director at insight6, the Customer Experience (CX) specialists.

For law firms, the delivery of exceptional client experiences is a crucial factor for success. While legal expertise is undoubtedly important, the role that employees play in shaping and delivering positive client interactions should never be overlooked.

In our latest insight6 blog, we will explore the significance of employee engagement and provide some best practice ideas for firms to empower their workforce in creating outstanding client experiences.

Cultivate a Client-Centric Culture:

A client-centric culture forms the foundation for exceptional client experiences. By instilling the importance of client satisfaction and engagement as a core value, firms can align their employees' mindset and behaviours towards delivering remarkable service. When every employee is committed to putting the client's needs first, the firm as a whole can create a culture that prioritises client-centricity.

Empower Employees as Brand Ambassadors:

Every interaction with a client is an opportunity to shape the firm's reputation. Empowering employees as brand ambassadors is key to ensuring consistent and positive client experiences. Comprehensive training on client service skills, effective communication, and professionalism equips employees with the tools they need to embody the firm's values and leave a lasting impression on clients.

Active Listening and Effective Communication:

Active listening and effective communication are crucial in understanding clients' needs, concerns, and expectations. Encouraging employees to actively listen, show empathy, and ask relevant questions enables them to gain a deep understanding of clients' requirements. Clear and concise communication, both within the firm and with clients, should be prioritised to build trust and avoid misunderstandings.

Building Strong Client Relationships:

Developing strong client relationships is a cornerstone of exceptional client experiences. Employees should focus on building trust, being responsive, and providing regular updates to clients. Assigning dedicated relationship managers or client service teams can ensure consistent and personalised communication, demonstrating the firm's commitment to each client's unique needs.

Embrace Collaboration and Cross-Functional Teams:

Collaboration, both within and across departments, is vital for providing comprehensive and seamless client experiences. Firms should foster a culture of collaboration, knowledge-sharing, and efficient problem-solving. By breaking down silos and encouraging cross-functional teams, firms can leverage the collective expertise across the business to deliver integrated and holistic solutions to clients and identify opportunities to introduce additional services.

Continuous Training and Professional Development:

Investing in continuous training and professional development equips people with the necessary tools to provide exceptional client experiences.  Alongside the continuing competence requirements of keeping professional knowledge and skills up to date, firms could consider offering client experience workshops, and mentoring opportunities. Keeping up to date with industry trends and best practice demonstrates a commitment to professional development and empowers employees to deliver the highest level of service to clients.

Recognise and Reward Client-Centric Behaviour:

Recognising and rewarding employees who consistently demonstrate client-centric behaviour encourages a culture of excellence in client service. Implementing recognition programs that acknowledge exceptional client service beyond traditional metrics like billable hours is essential. By publicly celebrating employees' successes and contributions, other team members are inspired to embody the same client-centric mindset.

Your team members have enormous influence over the experience your clients have with your firm. By harnessing the potential of their employees, firms can create long-lasting client relationships and achieve sustainable success in the dynamic legal landscape.

About insight6

insight6 are the only Customer Experience (CX) specialists in the UK and Ireland with 25 experts across the country supporting over 1000 clients. Your local insight6 Client Experience Director is always on hand to support the on-going development of both your client and employee experience strategy, via the data gained from your client experience reviews, and bespoke training solutions for your firm's needs. 

Find out more.