Customer Service for Law Firms in Dallas

customer sss 3Although quality customer service for family law firms is one that is not always given much attention to consumers, on several occasions it will not prove the same though.

You can often find law firms in Dallas depending on their size as well as their current customer base for their profit rather than to take time listening to those unsatisfied ones with the hopes of gaining them into their list of loyal and long-term customers.

If you are like this then you are missing out on a very effective way to maintain your customers and entice new Dallas business at the same time risking your reputation as reviews on businesses today come as a free commodity.

One would hardly find businesses making big profit out of first-time sales alone.

For high profitability relied beyond this, advertising and promotion cost is significantly high as well however comes without a profit guarantee. But with quality customer support, there can be repeat sales causing profit to build up for your business and no cost is even required.

What Is The Variation Between Customer Service And Marketing

What is the difference between Marketing and Customer Service? In a nutshell, Marketing makes promises, and Customer Service delivers on them – 110%. These two professions are so closely linked together in most businesses today that any attempt to separate them causes damage that becomes visible when bottom-line profitability erodes. While many industry professionals now refer to this service component as customer retention, the terms are completely interchangeable.

The purpose of marketing is to determine what products are offered; to whom they are offered; where they are offered; and how they are offered. Customer retention makes sure the product matches its description and supports any attendant guarantee; creates and maintains a warm relationship with the object of the marketing message, the customer; ensures that delivery systems and marketing channels live up to customer expectations; and maintains focus on the customer when reviewing proposed advertising, educational, or promotional plans.

customer sss 5In the past twenty years there has been precious little improvement in true service delivery. Events of the 1980’s promoted customer retention to professional status. Indeed, I was in the very first group to be credentialed as Certified Customer Service Executives by the International Customer Service Association (ICSA). One of the primary goals of that time was recognizing the value of, and acquiring information generated by, the business or organization’s activity. Capturing customer feedback was newly understood to be of great value, and methods for initiating, evaluating and capitalizing on it were created.

Since the 1980’s a great amount of data has been collected. Unfortunately, few companies are actually using it in any meaningful way. Companies who were on the cutting edge of service at that time have prospered and define service excellence today. Two companies come to mind immediately, Omaha Steaks International and Motorola. It was my pleasure to represent the former, and an equal privilege to work with Motorola service executives during my years on the board of the ICSA.

If any of this sounds vaguely familiar to you, Motorola is where the Six Sigma program originated. It is not unique in its concept. The basics of Six Sigma are the stuff of any organization with great customer focus. Activities that support sales and marketing efforts are proactive, not reactive. The most fertile soil for market research is your current customer base.

So, what does this mean to your company, your business? The message is to recognize that service is profit insurance. Limited resources in today’s difficult economy require better planning and more leadership than ever before. When gathering talent for your organization, be sure to give equal consideration to both marketing and customer retention expertise.

Lynn Baber is an author, speaker, and retired equine professional. She shares the lessons learned in thirty-five years at the business table and round pen with her clients and readers.

Top-notch Customer Service – Online Network Marketing

I have been in customer service for a few decades now. In fact, if you are in business – especially a business of your own – you are in customer service too; whether you realize it or not. There is a wrong way to provide customer service, and then there is internet network marketing customer service done right. This isn’t going to be one of those “The Customer is Always Right” articles. To be perfectly honest, the customer isn’t always right. In fact, many times the customer is absolutely wrong. But it doesn’t take a rocket scientist to realize that something has gone terribly wrong in the world of customer service.

Let me tell you about my customer service experience today. It has absolutely nothing to do with internet network marketing, but the lessons are global.

My car broke down yesterday, so I called a local service provider, arranged for them to tow my vehicle, and then waited for a phone call today to give me an estimate and a prognosis. I finally called them around noon to ask for an update. The gal at the service desk tried to page the service manager, but didn’t get a response. She asked for my name and phone number and said she would call me back.

When she called back, she again asked for the make and model of my vehicle. She then asked me what color it was. I paused… then asked, “Are you telling me you can’t find my car?” She proceeded to tell me that their tow truck driver said they didn’t tow in any vehicles yesterday. I assured her that the tow truck had their company name on the side of it. She said she hadn’t actually “walked the lot” to see if my car was there yet, they were swamped and have had several mechanics out due to illness, even the tow truck driver had gone home sick. I told her that I had been sick too. But, that didn’t change the fact that I needed my car repaired. She said she would call me back.

So, what’s wrong with this picture?

Customer Service Tip 1: Never give the customer a reason to worry about their possession, product, or service. There was absolutely no excuse to call and ask me for information I had already provided in my initial phone calls. Surely someone there knew something about my car. “Walking the lot” before placing a call that makes you look like a total idiot would always be the better choice.

customer sss  2Three hours later, I still hadn’t received a call from the mechanic, so I called back. The gal at the service desk said that he must not have any news if he hadn’t called. I said I’d like to speak with him anyway and get an update. When the mechanic came on the line, he told me they had to push my vehicle into the shop to look at it, but they hadn’t had a chance to determine what was wrong. He said that the engine was revving when they started it. Yes, I knew that. That was why it was there. That, and the little problem of the gear shift being stuck between park and reverse which I believed might be connected to the odd revving of the engine. He proceeded to tell me that the gear lever wasn’t stuck. They had put it in gear when they drove my vehicle into the bay to look at it. I paused… then said, “I heard you had to push it into the shop.” He asked me who had told me that. I paused… then said, “You did just a moment ago.” He apologized, said they worked on about 40 cars each day. He couldn’t keep all the details straight. I asked when my car would be ready, and he said there were several cars in front of mine, so they might not get to it at all today. Interesting, since my car had been there since yesterday.

So, what’s wrong with this picture? What’s right with it might be an easier question to answer. But, for starters…

Customer Service Tip 2: Communication is key. Don’t make your customers call you. If you said you would call, call. Even if it’s just to say you don’t have anything to report yet. This goes hand-in-hand with…
Customer Service Tip 3: Make sure you get your facts straight. Your customer doesn’t care how overworked you are, or how many of your employees are out sick. Your customer cares about his or her needs. Each phone call added to my feeling that these people just didn’t know what they were doing.

Customer Service Tip 4: Make it right. Mistakes happen. Sometimes even the best of us blow it. For now, I’m homebound for the weekend, because the service center won’t be open again until Monday. I will be calling them first thing Monday morning to make sure my vehicle hasn’t been “misplaced” again, or isn’t at the end of the list to be worked on. It is unlikely I will use this particular service center again unless they redeem themselves on Monday by making it right. What would that look like? Either a nice discount on whatever work is required to get my car running and back to me before the end of the day. Or perhaps some extra service that is done free of charge. Or perhaps both.
In today’s marketplace, the customer may not always be right, but the customer has a lot of options. If you want to have a healthy, thriving internet network marketing business, you need to make sure your customer service is done right. Remember to relieve your customer’s worries; communicate; deal with facts; and if you mess up, make it up.