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What Five-Star Feels Like: One Client’s Week Between Calls

Published on

Five-star client service happens in the days between your calls. Follow one personal injury client’s week from their phone: a message from the firm the morning after the case moves forward, written once in Automations, a reminder before physical therapy, and ℚ asking how the visit went.

When the client texts ℚ about a rough night, ℚ answers right away and the update is in the case within minutes. So the case manager’s next call starts already caught up.

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Transcript
Five-star service happens in the days between your calls. Here's one client's week, from their phone. Monday morning, their case moved forward, and a message from your firm explains what's next, in plain words. You write that once, in Automations. Two days before physical therapy, a reminder. An hour after the visit, ℚ asks how it went. Thursday at nine at night, their back flares up. They text ℚ, ℚ answers right away, and it's in the case within minutes. Friday, your case manager calls and starts with, "I saw Thursday was rough. How's your back?" Your client feels looked after all week, and your team starts every call already caught up.