law schools have ignored the value of training on client service while putting too much effort on the legal content . This should be a key topic as handling clients effectively equates to better revenues as a result of retention and referrals . Law is a skill . Client service is the practice . Creating great experiences will build your reputation for a bigger brand .
Another source of poor client experience is that most lay people have no understanding of the law . Simple matters are made complicated to milk every coin from clients . Have more clinics to attract more people to pursue their matters in court and equip your firm for a volume based strategy .
The other factors are behavioral and one of the key reasons is lack of professionalism clearly depicted in complacency and lack of integrity . The policy framework and regulatory aspects are also not well defined for the public to demand service and a lot of public awareness is needed to create fair and good service .
It ’ s very rare that advocates get
reprimanded unless it is due to gross misconduct based on embezzling client funds . There is simply no recourse for incompetence or tardiness if one reports to the existing platforms .
The big question then is : how can performance management become embedded in the way advocates handle matters despite the many challenges which exist in execution of their duty ?
The judiciary system is obviously a bedrock for creating poor experiences where cases are more about individual judges ’ competence than set processes that allow continuity in their absence . The length of time it takes to get a hearing in this country is legendary . It ’ s a common allegation that there is manipulation by court clerks to cause delays by some advocates who may want to squeeze more fees from their clients .
With no rules of Service Level Agreements on the quality of service , it ’ s not shocking to find a legal officer who is totally unprepared in a courtroom particularly in lower cadre cases . Delay is actually a strategy employed by some firms to make matters seem more complex particularly if the client has deep pockets or to make the other party financially exhausted .
Hiding behind the incompetence of the judiciary should be a thing of the past as technology gets more advanced . In creating great experiences for clients always remember it starts at the top and as someone once said , ‘ price is only ever an issue in the absence of perceived value ’.
Pauline Warui is the Founder of East Africa Customer Care Centre . You can commune with her on this or related matters via email at : PWarui69 @ gmail . com .