Clio Survey: New Clients Want Their Questions Answered

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If you want to turn more prospects into paying clients, be sure to answer their questions – even ones you might think are off the wall.

More than 80 percent of prospective clients say “getting a response to the specific questions I ask” is the most important factor in choosing an attorney.

A bonus tip: after you’ve answered their questions, request feedback by asking if they understood what you told them. That may be all it takes to seal the deal.

Those are two takeaways from the 2019 Clio Legal Trends Report.

“Making a good impression isn’t just about picking up the phone or answering an email,” according to the report. “Clients need to have reason to believe that the lawyer they contact is the right lawyer for them. Clients also have an appetite for knowledge and want to get as much information about their case as possible.”

Read the 2019 Clio Legal Trends Report here.

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Clients Shop Around Before Deciding on a Lawyer
One of the most important findings in the 2019 Clio Legal Trends Report is that people who need a lawyer tend to contact more than one before making a choice.

“Forty-four (44) percent of clients believe that they need to shop around and talk to more than one lawyer to find one that’s right for them,” the report says. “And 57 percent of those who have ever shopped for a lawyer say they contacted more than one law firm. Even though clients are likely to shop around, firms that focus on client experience will have a better chance at making a great first impression—and deter them from looking any further. Forty-two percent of consumers surveyed say that if they like the first lawyer they speak with they won’t need to speak with any others.”

When a prospect contacts your firm, that first phone call or meeting is critical.

“An initial conversation with a law firm marks the beginning of that client’s journey with the firm,” says the report. “Clients view that first interaction as an indicator for the overall experience of working with the firm. Leaving a bad impression will only drive potential clients away.”

How to make a great first impression? Here are some tips gleaned from the report:

  • Be friendly and patient. Likeability is a key factor for 64 percent of new clients.
  • Tell them how much their case will cost. 76 percent want to know this.
  • Explain the legal process – including how long the case will likely take. 74 percent say they need to understand what will happen once they hire a lawyer.
  • Return calls promptly. A whopping 79 percent of prospects say they expect their initial call to be returned within 24 hours, or else they will move on to the next attorney on their list. Ten percent say they expect a return call within one hour.

If you practice in Wisconsin, Texas, Minnesota, Ohio, Illinois, Indiana or Michigan, you can stay a step ahead of the competition by being a member of Alta Pro Lawyers RPG. You’ll get access to free webinars, the Pro Practice Playbook, Reminger ProLink, Ask the Risk Pro and more. Here’s how to join.

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