Oscar Fernández Léon. Socio Director LeónOlarte Abogados.
Un factor de enorme trascendencia para generar la confianza del cliente es hacer que este se sienta valorado por el profesional que lleva su asunto como por el resto de los miembros del despacho. El cliente, como ser humano, cuando se aproxima al despacho sufre un conflicto de carácter excepcional, ajeno a su vida ordinaria, en el que su patrimonio, libertad, honor, etc. están en juego, lo que hace que su sensibilidad sea muy elevada y busque la confianza y seguridad de un profesional que va a resolver su problema. Igualmente, las empresas, quizás desde una perspectiva menos personalizada, se acercan al abogado en búsqueda de asesoramiento necesario para solventar cuestiones que suelen igualmente repercutir en los intereses de las personas que las componen.
Esta situación, que no podemos desconocer, no desaparecerá cuando el cliente realice el encargo, sino que se prolongará durante la relación contractual. Por ello, la sincera preocupación e interés del abogado en el cliente, o lo que es lo mismo, que el cliente se sienta valorado, creará un contexto muy positivo para que la confianza prevalezca en todo momento.
Para conseguir mantener esa confianza, el abogado debe acompañar en todo momento al cliente demostrándole que se preocupa no solo por la correcta tramitación del encargo, sino que igualmente lo hace por el propio cliente y por su actividad o negocio. Esto se demuestra a través de pequeñas, pero continuas acciones que manifiestan un serio interés por la situación personal del cliente o de su negocio.
Entre estas conductas encontramos el ser accesible, disponer de una rápida capacidad de respuesta, mantener informado al cliente, hacer que se sienta cómodo en el despacho, anticiparse y contactar con él para informarle del desarrollo de su asunto, mantener el mismo nivel de intensidad en el trabajo sea cual sea la fase en la que nos encontremos (por ejemplo, continuar hasta la completa ejecución de las costas tasadas), etc.
Pues bien, a la vista de lo expuesto y teniendo en consideración la excepcional situación en la que nos encontramos actualmente bajo el estado de alarma por el coronavirus, constituye un ejemplo paradigmático de esta necesidad de demostrar que valoramos al cliente el acto de contactar con ellos por teléfono o videoconferencia con la finalidad de saber cómo se encuentran (a nivel personal) y/o cómo está atravesando su negocio o actividad la actual crisis, ofreciéndonos para ayudarles en lo que sea necesario.
No podemos olvidar que la incertidumbre existente, que afecta a todos los ciudadanos por igual, con toda la carga de miedos y preocupaciones que conlleva, habrá afectado a nuestros clientes, por lo que es obligado contactar con ellos para, de forma sincera y honesta, conocer cómo se sienten personal y profesionalmente, y en qué podemos ayudarles durante estos momentos difíciles.
Así de sencillo.
Este gesto, que sin ningún género de dudas será enormemente agradecido por el cliente, no sólo te hará sentir la satisfacción de vivir la profesión como lo que es, una profesión humanista, sino que fortalecerá los lazos de confianza con aquél y, en la mayoría de las ocasiones, excederá las expectativas que este tiene puestas en su abogado.[1]
Dos reflexiones para concluir:
En primer lugar, hemos de contactar con todos los clientes, y no sólo con aquellos con los que prevemos que vamos a trabajar en los próximos meses. Todos, absolutamente todos, merecer nuestro apoyo.
En segundo lugar, dicha conducta debe estar inspirada por la honestidad y sinceridad, y no como una “técnica estratégica”, pues con independencia de los beneficios que conlleva este proceder, quizás el mayor valor del mismo reside en que el acto de llamar al cliente supone una verdadera contribución a nuestra formación como mejores personas y, en definitiva, mejores abogados.
[1] En relación con este último aspecto, las expectativas del cliente de los despachos de abogados pueden identificarse con los servicios que aquel espera recibir y el resultado que pretende alcanzar con nuestra contratación. De hecho, está demostrado que cuando conseguimos exceder las expectativas de los clientes los resultados son ciertamente prometedores, puesto que con ello se logra la lealtad del cliente y la fidelidad al profesional.
Photo by Hassan OUAJBIR on Unsplash
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