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Saturday, October 24, 2009
Improving Client Relationships
Improving your relationships with your clients means better retention rates and more referrals. No matter how happy you believe your clients are, there is almost always some area in which you can improve and make them happier.
Create realistic expectations
You may be tempted to wow a new client by promising them the moon, but if you can’t deliver your client will see it as either incompetence or dishonesty on your part. And, they will spread the news.
More difficult to deal with is the client who comes to you with unrealistic expectations already established. Some clients often have a strong sense of entitlement and feel that they have been grossly wronged.
Your job is to create realistic expectations while remaining sympathetic and being on their side. Acknowledge that they deserve better, but be clear about the limitations of the law. Make sure they understand that these limitations were not your idea.
Know your client
No one can be expected to remember all of the details about each client they see or speak to, but forgetting any detail will plant a seed of doubt in your client’s mind. Always take good notes, writing down the personal details that do not necessarily apply to the case as well. Before meeting with or calling your client, review your notes.
Ask timely questions. You don’t have to get too personal, but if they are returning from a vacation or their kid just had a birthday party, mention it. And, by all means, have the details of their case straight and fresh on your mind.
Communicate promptly
One of the easiest ways to put people off is to be slow about returning calls or emails. You may be too busy to give a thorough response right now, but just letting them know you got the message and you are going to get back with them on the matter as soon as possible means you are paying attention and have the respect to show them common courtesy.
No one wants to feel like their case is on the back burner.
Keep in touch, even if nothing has changed
Keep your clients updated on the progress of their case. Even if nothing has changed, give them a call or send a quick email just to check in and let them know everything is still on course. And, if something does change, let them know right away even if it requires no action on their part.
Finding the weaknesses in how you and your firm deal with clients can be tough, but necessary. Bringing them in is only the beginning. To learn more about how your firm can improve client relationships, please contact Network Affiliates today.
Create realistic expectations
You may be tempted to wow a new client by promising them the moon, but if you can’t deliver your client will see it as either incompetence or dishonesty on your part. And, they will spread the news.
More difficult to deal with is the client who comes to you with unrealistic expectations already established. Some clients often have a strong sense of entitlement and feel that they have been grossly wronged.
Your job is to create realistic expectations while remaining sympathetic and being on their side. Acknowledge that they deserve better, but be clear about the limitations of the law. Make sure they understand that these limitations were not your idea.
Know your client
No one can be expected to remember all of the details about each client they see or speak to, but forgetting any detail will plant a seed of doubt in your client’s mind. Always take good notes, writing down the personal details that do not necessarily apply to the case as well. Before meeting with or calling your client, review your notes.
Ask timely questions. You don’t have to get too personal, but if they are returning from a vacation or their kid just had a birthday party, mention it. And, by all means, have the details of their case straight and fresh on your mind.
Communicate promptly
One of the easiest ways to put people off is to be slow about returning calls or emails. You may be too busy to give a thorough response right now, but just letting them know you got the message and you are going to get back with them on the matter as soon as possible means you are paying attention and have the respect to show them common courtesy.
No one wants to feel like their case is on the back burner.
Keep in touch, even if nothing has changed
Keep your clients updated on the progress of their case. Even if nothing has changed, give them a call or send a quick email just to check in and let them know everything is still on course. And, if something does change, let them know right away even if it requires no action on their part.
Finding the weaknesses in how you and your firm deal with clients can be tough, but necessary. Bringing them in is only the beginning. To learn more about how your firm can improve client relationships, please contact Network Affiliates today.
posted by
Harlan Schillinger
at
9:44 AM
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