Simply asking your clients, “How is everything going?” and responding to the feedback you receive can save you millions of dollars. A managing partner of a midsized law firm shared with us that he was having lunch with his biggest client and casually asked her how she felt about the firm’s service. He was surprised to learn about a legal blunder his partner had made. The client complained that the partner had done little to amend the error and had responded in an arrogant and defensive manner when confronted. Most importantly, the managing partner learned that the client was considering leaving the firm. When he asked the client if she would have shared this information without being asked, the response was, “I thought that you already knew.”
Know the warning signs of trouble. Ask yourself: Has the amount of work received from the client diminished significantly? Are your calls being returned? Has the tone of your conversations changed? Does the client sound annoyed? If you sense there is any hint of a problem, do not minimize what you are sensing. Do not presume the client will bring it up. You have the right and the responsibility to check in with clients and make sure that they are satisfied.
For more tips, check out our article on “The Top Five Reasons Why Clients Leave and How to Prevent It.”