If you are receiving complaints about your attorney-client experience it often means that you should look at creating a client-centered approach. 

Clients usually come to you with important and sometimes stressful issues. They need more from your firm than just a positive outcome. They need an experience that shows them they are important and valued.

Your clients can feel angry, frustrated and/or disappointed when lawyers fail to provide exceptional experiences. In fact, every person in your firm will make or break that positive experience.

Even small things like:

• How they are greeted (Does your front desk person know the client's name? Do they offer a beverage?)
• Are fees are explained in a clear way?
• Are expectations (whether they are unstated or stated) managed effectively?
• Are calls and emails returned quickly?