How to Gain More Clients by Building Trust

Posted June 11, 2019 in customer service, live telephone answering by admin

In specialized industries like legal services, you’re accustomed to vernacular that the average consumer is not. Few people know the ins and outs of the legal world, and this is important to keep in mind while you’re communicating with your potential clients. If you are speaking over their head, this can make them feel uneasy, like they might be missing something if they don’t understand everything you are saying. Instead, you should be focused on ways to build trust between the typical caller in your community and your brand. There are many ways to do this, here are a few:

Positive Online Reviews

Your potential clients are doing their research before they decide whether or not to do business with you. Not everything online about you is actually written by you. Your current customers are out there talking about you too! According to a recent survey, 90% of respondents who remembered reading online reviews claimed that positive online reviews influenced buying decisions. Do not be timid about asking your current customers for positive reviews. Something as simple as “Happy with our service? Review us on Avvo!” at the bottom of your e-mail signature can go a long way.

Word of Mouth

The average consumer tells 15 people about their good experiences. That’s great news for businesses like you who consistently deliver to satisfied customers. Just like online reviews, there is no shame in asking your happy customers to tell their friends and family about their experience with your brand. Could you offer a special consultation or discount to the person who recommends you and the person who comes to you to via the referral? Doing this reinforces to your current customer that you appreciate the business and it strengthens the trust the prospect is already feeling due to the personal referral.

Always Answer the Phone

Trust can be built by having real humans answering your phone no matter when it rings. People today are easily frustrated by an unanswered phone or by being forced to leave a voice mail, especially if it is an urgent issue. If you get a live, friendly voice every time you call your lawyer, you are not likely to look for different council. Conversely; if, in your moment of need, you get voice-mail, or no answer at all, you are one step closer to seeking services elsewhere, especially if that happens on multiple occasions. Don’t make your callers feel uneasy about the level of service they are receiving. Rather than make your customers unhappy, ensure your phone is always answered by a trained, friendly professional. Not only will this keep existing clients happy, you greatly increase your chances to gain more customers.

It is completely possible to guarantee your phone is always answered in such a manner if you employ a 24-hour phone answering service to field your calls. But you shouldn’t go with just any answering service; make sure you take the time to understand what each service offers, and what they specialize in. When you have confidence that your phones are being answered properly, you can focus on delivering the quality service that your clients can trust in. Download our free eBook, 10 TIPS FOR CHOOSING A TELEPHONE ANSWERING SERVICE for more help in the decision making process.

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