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Marketing

Each of these services would weigh on the mind of an individual to varying degrees.
             A prospective customer may be looking for a law firm to relieve he or she of some or all of the mental burden. The preparation of a will may not be particularly burdensome however family law can generate severe emotional anguish. The family law customer may look for a firm that demonstrates empathy to their situation. .
             Legal firms can be daunting to many people. Customers require an environment where they feel at ease. As with all service providers the first point of contact with a firm must demonstrate confidence and competency, as this will influence the customer's perception of the service delivery. When dealing with professional services such as legal firms a customer expects that he will not be kept waiting in reception longer than a few minutes. He also expects that the service he received initially will be maintained whilst using the legal firm. .
             The time taken to complete a legal process can also influence a customer's perception of a firm. Preparation of a will should only take a day or so under normal circumstances. If this process were to be drawn out over a week of more the customer could perceive the legal firm to be either lacking in resources or simply be disorganised.
             A customer with national or global interests may need a legal firm that has representation in those states or countries that he or she does business in. This accessibility should be perceived by the customer as a benefit to his or her business. It is important though that resources allow the service delivery to be of the same quality regardless of the affiliate office that the customer is dealing with.
             .
             If the supply of a service is perceived as having a high risk the individual will go to greater lengths to research for a service provider. In the case of the required legal service being the preparation of a will the research effort involved will be minimal as the perceived risk to the customer is low.


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