Delivering Great Client Experiences with Stephen Norris

No matter where they are in the country, clients have one expectation that defines their experience with your law firm. They want to know that you'll do what you say you'll do. How you do that can be the difference between a wow experience or an underwhelming, never-going-back-there again experience.  

It starts with the small things you promise to do. Are you calling at the time you said you would? By following up on the small things we say, we can show people that we mean what we say and that they can trust us to deliver on our promise to them.

Delivering on your promise to clients requires tracking and assessment. What are your non-negotiables? How are you handling feedback, and do you have a client satisfaction score? The point is that you can think you're delivering an outstanding client experience, but it only matters if your clients think so too. That is why it is critical to have and track wow moments or opportunities to meet or exceed client expectations.

However, you can only meet and exceed the client expectations you recognize and set. You want to acknowledge clients' monetary and intangible expectations because it's not only the claim you secure for a client that matters at the end of a case. It is also about how you treat them during the entire process. 

Yes, we want to get clients the highest result we can, but we also have to give them a great experience along the way. It's possible because those two things are not mutually exclusive. And if you fall short at any point and deliver bad service, it is imperative to know how to turn it around. Ready to find out more?  

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Stephen Norris, Attorney, and President at Norris Injury Lawyers. They discuss the ins and outs of customer service experience and delivering wow services to personal injury clients.

In this episode: 

• [00:37] Judd Shaw introduces his guest Stephen Norris, and the topic of the day: delivering wow 
• [02:00] Customer service approaches may differ geographically, but expectations are the same. What do clients expect? 
• [03:44] The small things: what they are and why they matter 
• [05:04] Measuring the success of delivering wow or meeting the promise
• [08:00] The client satisfaction score approach 
• [10:19] How to increase the level of client satisfaction using wow moments
• [13:20] Exceeding expectations
• [16:21] Showing that you care and never having clients guess the status of their case
• [20:37] Monetary results are not all that matters 
• [23:20] How to turn around bad service
• [26:04] The act of trying to make it better 
• [28:27] Recognizing and dealing with expectations

🎙️ Featured Guest 🎙️

Name: Stephen Norris

Short Bio: Stephen is President of Norris Injury Lawyers, a personal injury law firm servicing Alabama. Born and raised in Birmingham, Alabama, Stephen attended the University of Alabama, Roll Tide, for an unforgettable experience before receiving his law degree from the University of Alabama School of Law. He's fluent in both German and Finnish. Stephen spends a great deal of his time focusing on how his clients are serviced through the life of their case and maintaining that relationship after the case is closed.

Company: Norris Injury Lawyers

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