I can’t help but recall the times I regretted a purchase. Was I too impulsive? Is it what I really need or want? And so forth. Reid Trautz recently posted an item about how clients can have second thoughts about the lawyer they just hired. He provides some very helpful suggestions on things to do after the client hires you, including:
*Calling within 24 hours to let client know you have started on their matter,
*Make sure they know it is just a courtesy call and they won’t be charged for it,
*Send a thank you note and some token “gift”. It could be your home or cell telephone number. (more on that idea below, if you are interested),
*I also recommend sending them a file folder, or binder to put their documents in.
Reid points out how such relationship building can help a client overcome any possible remorse. I like to think it’s just good marketing. As a partner in one of my firms where I was an in-house marketer said: ‘Marketing is about everything you do for a client.” I couldn’t agree more.
Following up on the thought about giving out your home telephone or cell number, I know a lot of lawyers, especially in larger firms, who would be reluctant to do so. I understand, but also see tremendous relationship building advantages in such a gesture, and just plain, simple, smart marketing.
I recently went to a new doctor. After meeting for quite a bit of time (a great relationship builder if there ever was one), he gave me his business card. Then, he wrote his cell phone number on the card, saying “call me any time if you have a question or concern, including on the weekend.” Say What!!! I was pleasantly shocked, and because of his offer, I would darn near have to be near dying before I took advantage of it. Because this came across as such a “personal” gesture, I wouldn’t want to take advantage of it. I think a lot of clients would look at it the same way.