There are a number of ways to safeguard a business from a complaint. While each business should conduct an internal assessment of their legal, business and administrative processes, some suggestions are provided below.
Improving Legal Service Quality
- Learn from businesses with successful practices.
- Keep up to date and be open to incorporating change into business processes.
- Identify real or perceived gaps in practice management.
- Review the client management processes, identify any gaps, and improve where necessary.
- Understand the best approach to gaining and maintaining client confidence and loyalty.
- Include client service as a quality measure for the business and staff.
- Respond to all calls to the firm politely and professionally.
- Provide feedback and status updates to clients on their matter, and respond promptly to their queries and concerns.
- Check that the file tracking systems provides timely file progress information.
- Manage clients’ expectations through communication – explain any delays, changes to
processes or increases in costs.
- Implement a complaint handling procedure within the firm and ensure staff are aware of the process.
- Respond to all client feedback in a timely, polite, and appropriate way.