Customer service is free

Most large organizations would disagree.

Large organizations hire customer service agents to answer the phone. They set up pre-recorded messages meant to mollify their clients.  They strategically write warranties and guarantees to address customer concerns.  I would assume that they measure all of this as a cost meant to raise profit.

But mediators and arbitrators aren’t large organizations and we know that customer service is one of our best profit centers. 

We know full well that when a client or prospective client contacts us directly, this is unlike other practice development opportunities.  At this moment, the client or prospective client is really paying attention.  They’re interested.  They’re leaning in.  And whatever interaction we have with them will have a lasting effect.

Sometimes our colleagues have decided that good customer service isn’t necessary, is too much trouble, or is too expensive.  Although this is really bad for our industry, it could be a benefit to you.  If your competition has dropped the customer service ball, you can pick it up and then over deliver, thereby setting yourself apart and above. 

The most valuable client is a satisfied client.  Even if we don’t get their case to resolution, they know we worked hard and gave their case our best.  And because it’s so easy for clients to share about their experiences with us (and oh boy do they love to tell share) the word spreads quickly about you, your practice, and the good customer service you provide (or don’t). 

Ultimately, consider that the time and effort that you spend on customer service is better than free. It actually repays you many times over.