According to a survey by The BTI Consulting Group, only 40.1% of clients “recommend their primary law firm to a peer.” As bad as that statistic is, the good news is that it is better by almost 7% over the previous year, and better slightly than five years ago. According to the survey it “still leaves more than half of all clients wanting.”
As I, and many others have consistently stated, clients hire lawyers they know, like and trust. Not only as to the quality of the legal product, but how the services are provided. And referrals from satisfied clients is the “express lane” to more work and new business.
So, what should you do? A few recommendations include:
- Seek feedback (No. 3 on my list of Top Ten Marketing Tips)
- Set goals that match those of the client
- Invest in understanding the client’s business (a failing I’ve heard from clients over the years)
- Don’t wait for the client to ask about succession plans
- Educate the clients “in new, high-value topics (off the clock I would add)
The good news is that more and more firms, according to BTI, are doing a better job of systematically adopting practices to “improve client service on a continuing basis.”
Are you and your firm doing the same?