I’m a strong believer in the adage I first heard from a marketing partner, who was a friend and mentor at one of my in-house marketing positions; and it is “marketing is everything you do as a lawyer.” The thought came to mind when I saw an article by Jared Correia on Attorney at Work… Continue Reading
Category Archives: Client Communications
Subscribe to Client Communications RSS FeedWhat Corporate Clients Say About the Future, and the Role of Project Management
Posted in Client Communications, Marketing Plans, Marketing TipsAlthough there is a tendency to jump right into it new matter as soon as the client gives the go-ahead, that is the wrong thing to do. Not only from the standpoint of adequately serving the client and meeting client expectations, but it could end up being a financial disaster for the law firm (Read:… Continue Reading
Don’t Surprise Clients, Except…
Posted in Client Communications, Marketing TipsIt should come as no surprise that clients don’t like surprises. Who does? Well, most of us wouldn’t mind being surprised with a nice Hanukkah or Christmas present about now. But, you get the point. I have written a number of posts (three listed below) over the past eight years regarding the dangers (and benefits… Continue Reading
Avoid Client RFPs
Posted in Client Communications, Marketing TipsA recently released survey by LexisNexis® reported on an increased level of RFP activity by law firms of various sizes. (See Summary here). The results surprised me somewhat for a couple of reasons. Some results: Close to half the 359 survey participants (41%) couldn’t tell how many RFPs they dealt with on a monthly basis… Continue Reading
Don’t Send DUMB E-mails
Posted in Client Communications, Marketing TipsDo not – repeat – do not send stupid, overly emotional, inappropriate emails. Have you ever sent an email that you wish you hadn’t? Of course you have. And I stand guilty as charged myself. I’m not just talking about an incomplete one, or hitting the Send key before proof reading typos or such. Everyone… Continue Reading
Do You Know Why A Client Handed Your Firm a Pink Slip?
Posted in Client Communications, Marketing TipsIf your firm has ever lost a client (yeah, I know), I hope you know why. Not think you know, BUT really know the reason(s). My guess is that it was due to poor client relations and/or failure to produce value, or a combination of both. An article by Aric Press, editor-in-chief of The American… Continue Reading
Two Quick Tips On Building Relationships
Posted in Client Communications, Marketing TipsIn a similar vein to the old real estate adage, in legal marketing it’s all about contact, contact, contact. Two important factors need to come into play in building any relationship are how often you are in contact (with clients, referral sources and prospects) and what value those communications add to the relationship. That’s pretty… Continue Reading
Of Course, Client Service is Marketing!
Posted in Client Communications, Marketing TipsHave you ever had a bad experience that totally turned you off to ever returning to a store, restaurant, auto mechanic, or whatever. I have to admit that that has happened to me. But, have you ever been turned off to a WHOLE city because of an unpleasant incident at its airport? Patrick Lamb tells… Continue Reading
Why Clients Will Pay You More
Posted in Client Communications, Marketing TipsBecause they like you. They like you because you provide great value. You provide great value because you care about your clients, about being efficient and reducing costs, helping them achieve their personal and business goals, and you give them freebies (i.e. free advice occasionally, CLE, and more). The result: raving fans! Raving fans are willing to… Continue Reading
Losing a Client Does Not Have To Be a Total Loss
Posted in Client Communications, Marketing TipsWhether a long-term client departs, or you fail to win a new client, the situation doesn’t have to be a complete loss. You can gain valuable information from the experience. Don’t just shrug it off, find out why you lost the client, and do something about it. Merrilyn Astin Tarlton has a piece on Attorney… Continue Reading
How Satisfied Are Your Clients? Ask Them
Posted in Client Communications, Marketing TipsIt continues to amaze many clients that more law firms do not seek their feedback on the legal services provided. Over the years I have met with dozens of law firm clients, and heard often that they welcome opportunities to provide feedback. In this economy, client satisfaction surveys are more important than ever. The value… Continue Reading
Handwritten Notes Can Make you Stand Out Big Time!
Posted in Client Communications, Marketing TipsHaving preached…yes preached for most of my marketing life about the importance of sending handwritten thank you’s , congratulatory notes, etc., I continue to be amazed at how little of this is simply activity is done today. I have at least a dozen posts over the last six years of this blog that mentions the… Continue Reading
Corporate Counsel Survey: The Best Law Firms REALLY Focus on Clients
Posted in Client Communications, Marketing TipsSome firms really stand out. According to a recent survey by The BTI Consulting Group, there are eight firms that corporate counsel from nearly 300 of the Fortune 1000 say are tops when it comes to client service. Two firms, Jones Day and Thompson Hine, stand out as “best of the best when it comes… Continue Reading
Turning a Disgruntled Client Around
Posted in Client Communications, Marketing TipsIn the majority of cases, if a law firm has a disgruntled client, it is the firm’s fault. As I have written about in the past, if the client is the problem, fire them. But in the 99% of cases where it is the lawyers who forgot the basics of client relations, there are ways… Continue Reading
Client Communications: What Has The World Come To?
Posted in Client Communications, Marketing TipsA reporter called the other day to ask about whether client communications have changed, and what I thought about how lawyers should communicate with clients in this new age. She mentioned that in talking with some digitally savvy “younger” lawyers, they preferred communicating by email and texting. In fact, one thirty something told her that… Continue Reading
Client Interviews: Think Defensively
Posted in Client Communications, Marketing TipsI have advocated for years the need for client satisfaction interviews as a means of keeping competitors from pirating your clients. Not only do these surveys, especially in-person ones, help to solidify the client relationship, but they let a firm know about any client dissatisfaction before the client departs for another firm. But, there is… Continue Reading
Have You Called A Client Today?
Posted in Client Communications, Marketing TipsIt’s 2:00 p.m. on Thursday, and Tom Peters of In Search of Excellence fame undoubtedly would like to know if you called a client today. Peters has an excellent 1 minute 7 second audio clip I ran across today. You should listen to it as well. He admonishes us to never get out of touch… Continue Reading
5 Business Development Tips For These Economic Times
Posted in Client Communications, Marketing TipsIt certainly is no secret that the buyers of legal services are closely scrutinizing the costs associated with outside law firms, especially during this economic downturn. There are two things that some firms recognize in that climate: first, there is a need to re-think their approach to developing business; and secondly, now is not the… Continue Reading
What Do General Counsel Want?
Posted in Client Communications, Marketing TipsA panel of in-house counsel at a recent meeting of the Rocky Mountain Chapter of the Legal Marketing Association discussed the Who, What, When, Where, Why and How’s of hiring outside counsel. Their discussion was summarized by Janet Ellen Raasch in an article that appears on JDSupra. What struck me was how we have heard… Continue Reading
Do You Fail To Communicate Well?
Posted in Client Communications, Marketing TipsOne of my absolute favorite movies of all time is Cool Hand Luke starring Paul Newman and George Kennedy. A favorite line from that classic was spoken by the captain of the prison camp (played by Strother Martin) after Newman’s (Luke’s) umpteenth failed attempt at escape and subsequent punishment. His said “what we have here… Continue Reading
Improve Your Marketing With Better Eye Contact
Posted in Client Communications, Marketing TipsLately, I’ve been trying harder to do a better job of looking people in the eye when I talk with them. It seems that they in turn are more attentive and appreciate the effort to focus on them. Bruce Allen over on the Marketing Catalyst blog has a post this week about how “a simple… Continue Reading
Say “Thanks” To Everyone Who Helps Your Business
Posted in Client Communications, Marketing TipsToday a ran across one of the shortest posts I’ve seen by a blogger of some stature, and the post said soooooo much in so little space. The gist of it is one word "Thanks" in cursive. A mere 34 words rounded out the post. I’ve been a fan of Gerry Riskin and his Amazing… Continue Reading
Clients Can Be A Forgiving Lot – If You Ask
Posted in Client Communications, Marketing TipsWhat kinds of things make clients mad. Here are just a few: Not returning phone calls, Not treating them with respect, Failure to admit a screw up (or worse blaming it on them), Missing deadlines, Not keeping them informed (i.e., treating them like mushrooms), and Not understanding their business. I agree with Trey Ryder, that… Continue Reading
Explain To Clients What Your Communication Policy Is
Posted in Client CommunicationsI met a lawyer a few years ago, who sat on a bar grievance committee in New York. She told me that 80% of the complaints against lawyers involved inattention to the client’s matter and failure to communicate with the client. From a marketing standpoint, I have preached for years that phone calls should be… Continue Reading