As a solo attorney, customer service is an area of your business that can set you apart. It's really true of any business, but it's something you can definitely do better than the guy with all the billboards. From the first phone call, to the way you communicate with the client about their case, every interaction says something about who you are and how you will be talked about to others.
You can put money and time into a marketing campaign designed to drive traffic to your website and ultimately result in a phone call. But, if the person you have answering the phone is unfriendly or even just bored, the first impression of your company just took a hit. If you’re not available to do some damage control, they won’t be calling back. Marketing bucks wasted.
Take a minute to consider your processes and look for areas to improve that customer experience. A focus on improving this area of your business will lead to more clients and more referrals, so it's worth your effort. It’ll pay compounded interest.