Want Happy Clients? Work On Listening Skills

A soft skill like being a good listener can have a very real impact on happiness. This is true for your law firm but also true in your personal life. Practice these tips - or improve your ability to execute them consistently - to not only improve client satisfaction and happiness, but grow your word of mouth, too. A happy client will refer their contacts to your firm and is a great potential source of new clients.

Don't Interrupt

We all do it, from time to time. Whether we think we have learned everything we need to know from the other person, or your point will most certainly change the discussion, it's critical to hold back. Try to remember that the moment the other person finishes speaking is the right moment for you to begin. Do you remember how you feel when you are interrupted? Try to keep that in mind before you interrupt others.

Clarify Understanding

Sometimes, we presume we know what the speaker is trying to convey. We presume we are right. However, sometimes we can be off. A nice way to respond is to summarize what the other person said. Clearly, you don' want to parrot back the same words - not the right move. But summarize what you believe they want to convey. In this way, you confirm that both parties are operating under the same set of assumptions. It can be as simple as 'what I hear you saying is...' or 'it sounds like your concerns are...'. Not only do you ensure you are both on the same page, the person feels you listened and tried to understand, even if your summary isn't spot on. 

Focus

We all do it. We can 'tune out' of conversations after we presume we understand. Our mind starts thinking of the next thing, the response, or something else on our long list of things that need our mental energy. Particularly if you are having a conversation with a client or someone you truly care about, give them your undivided attention. Focus on what the person is saying, not anticipating their next phrase. Listen for understanding, not for response.

Consider the Emotion

With most people, it's pretty simple to assess their emotional state. If they are particularly upset, it's critical to keep your cool. If it feels like the emotional piece of the discussion isn't progressing in a healthy way, there is every reason to suggest stopping the discussion and returning to it in a day or two, if possible. If not, it's critical you keep your cool. If that's not an option, nothing wrong with saying you have a conflict and you will call them back. Give yourself, and them, time to calm down. Remember that sometimes, people just need to vent. 

Summarize

At the end of the discussion, summarize the conversation. This doesn't need to be too in-depth or precise. Just summarize the main points and the next steps. This may or may not be appropriate with a personal relationship but for a client or any other business discussion, it's good to be clear and set expectations on what will happen next. Clearly, there is no guarantee of an outcome, but you can state the next steps for yourself and for them, even if it's just waiting to hear. 

Learning to be a good listener is key to being a good attorney. That's true with clients, third-party professionals, staff, fellow attorneys, and more. As they say, practice makes perfect. Using good listening skills is one aspect of providing great client support. And we all know that the happier the client, the more likely they are to refer their contacts to your firm. It's a gift that keeps on giving.