It 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
Tag Archives: client relations
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
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
How to Build Long-Term Relationships
Posted in Client Communications, Marketing TipsWhether you are trying to build a relationship after landing a new client, or to enhance existing client relationships, there are effective things a lawyer can do to accomplish both. A Q&A article by Frank D’Amore that appeared in The Legal Intelligencer a couple of days ago, and on Law.com’s Small Firm Business, provides some… Continue Reading
Make Friends for Long Term Client Relationships
Posted in Client Communications, Marketing TipsI have often preached at seminars and law firm retreats, that the key to successful legal marketing is to go out and befriend people. My formula goes something like this: Make contacts, contacts, contacts (to borrow a concept from my realtor friends), + Communicate constantly + Build upon relationships + Turn into friendships =… Continue Reading
Full-Time Client Feedback Person – The Next Trend?
Posted in Client CommunicationsSeeking client feedback appears to be getting more attention in firms of all sizes. Ballard Spahr (500-plus lawyers) has hired a full-time “client interviewer,” and Stanislaw Ashbaugh (19 lawyers) prominently links to their Chief Results Officer from their home page, and Ward and Smith PA (80 lawyers) has a partner who is devoted to visiting clients nearly full-time. … Continue Reading
How Not to Treat Your Clients – And Get Some “Religion” Instead
Posted in Marketing TipsMy friend Dan Hull tells us a story on his What About Clients? blog about his childhood friend, who may be just a bit weird – with a sense of humor. His friend claims to have uncovered advice from some lawyer’s writings dated in 1836. I don’t know his friend, but like Dan, I expect he is… Continue Reading
One Firm That Really Gets It!
Posted in Marketing TipsLast week I had the privilege of presenting at a North Carolina 80-lawyer firm retreat. Normally, when I am hired by a firm to aid in the marketing effort, my challenge is to convince the firm of what they need to do to be successful at legal marketing and business development. That was not what happened… Continue Reading
How is Your “Working Relationship” With Clients?
Posted in Marketing TipsOften I seek out ideas from the non-legal world that I think will be applicable to lawyers and law firms. One of those sources that I have used before is Michael McLaughlin over at Guerrilla Consulting. Although his audience is primarily made up of consultants, his advice is regularly useful in our world. In a recent… Continue Reading
How Convenient is it for Clients and Prospects to Reach You?
Posted in Marketing TipsWhen you look at your “To Do” list, do you always do those things first that are important, necessary and urgent? Heck no, if you’re a talented procrastinator like me. I’m more likely to attack what is easy, uncomplicated and will result in instant gratification. So too, my friend Trey Ryder admits in an article in… Continue Reading
Guarantee Client Referrals With Good Client Relations
Posted in Marketing TipsEvery law firm should know by now that the best sources of new business are existing clients (in the form of new work or referrals) and other referral sources. Often called word of mouth marketing. Miriam Lawrence at Automatic Referrals has a recent post where she advises financial professionals on how to get referrals in what… Continue Reading