Twenty Three Secrets That Cement Client Loyalty - Part 2
Admin32 | 23 November, 2005 17:49
This is the continuation of the article by the same name posted
yesterday. Enjoy and Happy Thanksgiving to those of you in the USA!
SECRET #13:
Give clients tickets to sporting events. If you can't use your game tickets, offer them to a client. Often, this is a much-appreciated way to build loyalty.
SECRET #14:
Whenever possible, answer yes. If a client asks if you can do something for him, try hard to accept. If it isn't within your area of expertise, then you might need to refer out the matter. But if the request somehow falls within your law practice, you enhance loyalty and your client relationship when you say yes.
SECRET #15:
Invite clients to call you anytime. Certainly you want to take good care of your clients. And you don't want to give them an excuse to go to another lawyer who might charge more and care less. Don't worry about people taking advantage of you. Usually, clients who call after hours really need help. Make sure your clients know you welcome their calls.
SECRET #16:
Don't charge your client more than you estimate. When you offer an estimate, build in a cushion so you can always charge your client less than you quote. The cushion gives you a safety margin in case your estimate is off. If your client changes the terms of the project, then offer a new estimate so you set a new benchmark.
SECRET #17:
If the effort required is less than your estimate, charge only for the time you invested. You could always keep the difference, but that's not as good as keeping the client.
SECRET #18:
Do the job right the first time. If you don't have time to do it right the first time, when will you find time to do it over?
SECRET #19:
Correct mistakes immediately. Everyone makes mistakes. The step that builds loyalty is how quickly and completely you correct the mistake. Apologize - then do whatever it takes to make it right.
SECRET #20:
Invite complaints, feedback and suggestions about how you can better serve your clients. Many clients won't complain - or even comment - often for fear of starting an argument or making you feel bad. Instead, they quietly fold their tent and hire another lawyer - and you never hear from them again.
SECRET #21:
Cut clients some slack. Everyone has a bad day. Evaluate your client based on the length of your relationship, not his actions on a particular day. If a client embarrasses himself in your presence, overlook it. Then go out of your way to make your client feel comfortable, knowing that he might hesitate to contact you.
SECRET #22:
Treat every client as if he's the most important person in the world. Many lawyers treat clients like cases or files, but they're not. Clients are people who deserve your attention and respect. The sooner you learn how to treat clients, the sooner you develop their loyalty.
SECRET #23:
Do everything possible to make it convenient for clients to work with you. Convenience can be a major competitive advantage - and the basis of long-term loyalty.
About The Author: Trey Ryder specializes in Education-Based Marketing for lawyers. Visit http://www.treyryder.com
SECRET #13:
Give clients tickets to sporting events. If you can't use your game tickets, offer them to a client. Often, this is a much-appreciated way to build loyalty.
SECRET #14:
Whenever possible, answer yes. If a client asks if you can do something for him, try hard to accept. If it isn't within your area of expertise, then you might need to refer out the matter. But if the request somehow falls within your law practice, you enhance loyalty and your client relationship when you say yes.
SECRET #15:
Invite clients to call you anytime. Certainly you want to take good care of your clients. And you don't want to give them an excuse to go to another lawyer who might charge more and care less. Don't worry about people taking advantage of you. Usually, clients who call after hours really need help. Make sure your clients know you welcome their calls.
SECRET #16:
Don't charge your client more than you estimate. When you offer an estimate, build in a cushion so you can always charge your client less than you quote. The cushion gives you a safety margin in case your estimate is off. If your client changes the terms of the project, then offer a new estimate so you set a new benchmark.
SECRET #17:
If the effort required is less than your estimate, charge only for the time you invested. You could always keep the difference, but that's not as good as keeping the client.
SECRET #18:
Do the job right the first time. If you don't have time to do it right the first time, when will you find time to do it over?
SECRET #19:
Correct mistakes immediately. Everyone makes mistakes. The step that builds loyalty is how quickly and completely you correct the mistake. Apologize - then do whatever it takes to make it right.
SECRET #20:
Invite complaints, feedback and suggestions about how you can better serve your clients. Many clients won't complain - or even comment - often for fear of starting an argument or making you feel bad. Instead, they quietly fold their tent and hire another lawyer - and you never hear from them again.
SECRET #21:
Cut clients some slack. Everyone has a bad day. Evaluate your client based on the length of your relationship, not his actions on a particular day. If a client embarrasses himself in your presence, overlook it. Then go out of your way to make your client feel comfortable, knowing that he might hesitate to contact you.
SECRET #22:
Treat every client as if he's the most important person in the world. Many lawyers treat clients like cases or files, but they're not. Clients are people who deserve your attention and respect. The sooner you learn how to treat clients, the sooner you develop their loyalty.
SECRET #23:
Do everything possible to make it convenient for clients to work with you. Convenience can be a major competitive advantage - and the basis of long-term loyalty.
About The Author: Trey Ryder specializes in Education-Based Marketing for lawyers. Visit http://www.treyryder.com
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