It is the time of year when we begin to think of thankfulness and client appreciation. Perhaps you are working on a holiday card list or thinking about gifts to send your clients. Showing appreciation to your clients is a way to continue to build and solidify your client relationships and to encourage referrals and recommendations.
Maintaining excellent client relationships is among the best ways to avoid bar grievances and malpractice claims. While it is important to wow your client with your legal skills, showing thanks and appreciation shows your business savvy and emotional intelligence.
Here are some tips to shower your clients with thanks and appreciation.
- A handwritten thank you note
- An email expressing your appreciation
- Invest in the community where you find your clients
- Invest in a charity on your client’s behalf and acknowledge the contribution in a card
- Fill your office with positive, energetic, inspirational people who treat your clients well
- Invest in pro bono work to meet the needs of those who can’t afford to be a client – visit ncprobono.net
- Support the work or business of your client
- Refer business to your client when possible
- Be authentic in dealing with your client
- Get personal and build a genuine relationship with your client
- Be honest about your client’s case
- Apologize if something goes wrong
- Make your office space pleasant for your clients, small touches such as fresh flowers in the reception area go a long way
- Freshen your bathrooms and offer amenities like mouthwash, mints, lotion
- Survey your clients to find out how they feel about your service
- Respond to the most common client complaint – unanswered phone calls – by returning your client’s phone calls promptly
- Focus on one client at a time
- Advocate for your client
- Make your client intake process easy for your clients
- Treat your client with respect
- Create and share content that is valuable to your client
- Ask questions to better understand your client’s needs
- Under-promise and over-deliver
- Anticipate future needs of your client
- Help clients maneuver the system
- Be sensitive to client needs
- Be aware of the time you are charging clients
- Be transparent in pricing, your clients are worried about your bills
- Be empathetic
- Be transparent in communications
- Make technology your friend to benefit your client with efficiencies
- Be available
- Be a team player with your client and your support team
- Earn your client’s trust
- Check your ego at the door
Thanks to you, Greensboro Bar, for your relationship with us at Lawyers Mutual. Thank you for your dedication and service to the public, the bar and your community. Thank you for continuing to peruse my column from time to time and for your support and encouragement. I appreciate my relationship with each of you.
Camille Stell is the President of Lawyers Mutual Consulting and Services. Continue this conversation by contacting Camille at [email protected] or 800.662.8843.