Client experience strategy should begin the moment a potential client connects with your office. Attorney John Strohmeyer shares practical, low-cost strategies law firms can implement to create memorable client experiences, starting right at the front desk.
John Strohmeyer brings a unique perspective to the legal industry. Before becoming an attorney, he worked for Four Seasons Hotels and Resorts for four years. This world-class hospitality training taught him the value of seamless service—insight he now applies to improving the client experience strategy in law firms.
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Client Experience Strategy: The Front Desk Is Your First Sales Touchpoint
Many attorneys overlook the importance of their front-of-house staff. Your client service coordinators and receptionists aren’t just support—they’re the opening act in your client journey. In fact, your client experience strategy hinges on the way clients are greeted, guided, and informed before they ever speak to a lawyer.
Clients are coming to you to solve problems. Your role is to make that process as clear, calm, and simple as possible. This mindset should be the core of your client experience strategy.
Imagine a Law Firm Built by Disney and Amazon
What would a law firm look like if it borrowed inspiration from the customer-centric approaches of Disney, Four Seasons, Amazon, or Zappos? That’s the question at the heart of Strohmeyer’s Five Star Counsel podcast—and it’s also a challenge to rethink your client experience strategy from top to bottom.
Start by identifying what your clients truly want from you, not just legally, but emotionally. Then, map every part of your intake and communication process to support those goals.
Quick Wins to Improve Client Experience Strategy
Improving your client experience strategy doesn’t require a major investment. A few simple shifts can dramatically elevate your firm’s reputation and client satisfaction:
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Hire the right person to be your front-line contact. Warmth, empathy, and professionalism matter more than legal knowledge at this stage.
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Give clients a roadmap that outlines your firm’s process. This clarity reduces anxiety and builds confidence.
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Review your intake process to identify and eliminate friction points.
Remember, small changes in tone, timing, and transparency can have outsized impacts.
What You’ll Learn in This Episode About Client Experience Strategy:
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Where your mindset around client experience strategy needs to shift
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How to differentiate your firm through service, not just expertise
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Budget-friendly enhancements for delivering better client experiences
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Tips for hiring the right Client Services Coordinator
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What clients truly want from their law firm experience
Want More Law Firm Leadership Tips?
Explore our free tools and guides at hiringandempowering.com to elevate your client experience strategy and empower your front-line team. Learn more about law firm operations on our blogs, and don’t miss our weekly podcast episodes for actionable insights.
Authored by Molly Hall McGrath