Needs and expectations of services are changing with millennials.
Considering there are about 80 million people who make up this generation, it’s imperative for your firm to understand how they think and what makes them tick so you don’t lose their business.
Because there is so much to learn about millennials this blog post will address their needs for immediate gratification and how you can satisfy them while next week’s blog post will address the digital expectations of the millennial. We’ll help you keep up!
What is a Millennial?
Pew Research Center defines the millennial generation as anyone born between the years of 1981 and 1997. The youngest are turning 21 this year, the oldest going on 37. According to the U.S. Census Bureau, the millennials took the title of largest living generation from the baby boomers back in 2015. Ignoring the demanding needs of this growing group could mean permanently closing the doors to your firm. Keep reading to learn how to reach them emotionally.
Millennials Crave Immediate Gratification
Millennials have a reputation as being coddled, narcissistic and sometimes needy. This could be due to the constant praise that they received from their baby boomer parents or the many participation trophies they “earned” in little league because someone decided it would be good for their self-esteem. Regardless, whether you agree or disagree, one thing is for certain: it is important to understand them.
Millennials want immediate gratification and instantaneous answers and results. If they do not feel cared for, they will get frustrated and move on quickly. If no one is able to pick up the phone at your law firm and a millennial calls, you better believe they will call someone else right away. It’s not in their nature to leave a voicemail and wait around for your response. Leaving voicemail in general is proving to go the way of the dinosaurs anyway. Millennials are also going to want to know that you will solve all of their problems, and fast.
They also want to feel that they are important. They’ve been told they are important their whole lives; first by their parents, again when they received that participation trophy, and then again every time they get a “like” on a selfie they posted on Instagram.
They want to know that you care about their problems. They want you to empathize with them, while you make all of their burdens disappear.
Alert Caters to Millennials
At Alert Communications, our intake specialists are trained in showing they care—which is what millennials crave. We will make your millennial clients feel special and important. Our intake specialists listen, while making sure the lead is the right fit for your firm, every time.
Stay tuned for part two, where we will dive into the heart and soul of the millennial generation—the digital world.