Marketing & Management Blog

Anecdotal evidence of the importance of an extraordinary client experience.

Improve client communication in three steps. …Read Full Entry

Teach your clients the law, and they’ll be your clients for life.

How to bring ignorant clients up to speed. …Read Full Entry

For the client who has already left, make it a policy to conduct an exit interview. A former client may be reluctant to participate. Yet, pursuing this feedback is a worthwhile effort. …Read Full Entry

The most novel marketing approach might be the oldest one: the human touch.

Train your clients to get the business you deserve.

The best way to prevent a client from leaving is to uncover dissatisfaction before it erodes the relationship. Customer satisfaction research indicates that if complaints are handled expediently and effectively, an overwhelming majority, ninety-five percent, of clients will stay. …Read Full Entry

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. …Read Full Entry

This is surprisingly common complaint. And the worst thing about it is that the offending lawyer rarely realizes that it is happening.

Research indicates that professional service providers are often not proficient at comprehending the relationship from the client’s point of view. …Read Full Entry

If this is a valid complaint, it is vital to develop a depth of understanding about the client’s business and industry. Take continuing-education classes pertaining to that industry. Attend industry events, subscribe to the client’s industry trade publications, and familiarize yourself with the relevant issues. …Read Full Entry

The person selling the client should say exactly who will be doing the work, his or her qualifications, and the extent of each person’s involvement. If an individual who will be working on the matter has little or no experience with the client’s issue, then the oversight procedure needs to be articulated to the client along with an explanation of how the client benefits from this procedure. …Read Full Entry

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. …Read Full Entry