If a complaint is justified and the error is severe, offer to meet with the client at his or her office to discuss and resolve the issue, even if this means getting on a plane. It is imperative to quickly and effectively communicate to clients that their satisfaction is of utmost importance. Face time is the best way to do that.
Of course, an apology should be made. However, an apology without an amend might not be enough. You may want to negotiate with the client how you plan to repair the problem. Be specific. Creating buy-in from the client allows both parties to leave the conversation satisfied with the outcome and with a clear understanding of what will happen next. Negotiating the amend gives the client an opportunity to be heard, demonstrates flexibility on your part, and reinforces the image of a dedicated provider.
We know of a law firm that committed a substantial error and offered to deduct ten percent off the fee for the next matter as a way of substantiating their apology and communicating to the client the importance of the relationship. The shareholders came up with this figure as a result of asking themselves, “What is it worth to us to keep this client?”
For more tips, check out our article on “The Top Five Reasons Why Clients Leave and How to Prevent It.”