Stell: 52 Ways to Wow a Client

Providing great client service is among the best ways to avoid bar grievances and malpractice claims. Impressing your client with your legal skills, your business savvy and high emotional intelligence is also guaranteed to encourage referrals, which is the best way to build your law practice. Here are 52 tips to wow your clients.

1. Return phone calls
2. Ask questions
3. Under-promise and over-deliver
4. Anticipate future needs
5. Help clients maneuver the system
6. Be sensitive to client needs
7. Be aware of the time you are charging clients
8. Be empathetic
9. Be transparent in communications
10. Make technology your friend
11. Be efficient
12. Be transparent in pricing
13. Ask for feedback
14. Create and share content with your client
15. Offer educational programs to your client
16. Be available
17. Advocate for your client
18. Treat your client with respect
19. Treat your staff with respect
20. Be a team player
21. Check your ego at the door
22. Be honest
23. Be authentic
24. Get personal
25. Listen to your gut
26. Apologize if something goes wrong
27. Choose clients you like
28. Fire clients when necessary
29. Be a life-long learner
30. Cultivate a team approach
31. Refresh your office space
32. Put fresh flowers in the reception area
33. Freshen your bathrooms and offer amenities like mouthwash, mints, lotion
34. Provide parking or directions for parking
35. Become an expert
36. Become a NC State Bar Specialist
37. Develop leadership skills
38. Develop a niche
39. Invest in your community
40. Invest in a charity
41. Invest in pro bono work – visit ncprobono.net
42. Update your client intake process
43. Use effective client engagement letters – visit lawyersmutualnc.com
44. Encourage referrals from your clients
45. Survey your clients
46. Take time off
47. Fill your office with positive, energetic, inspirational people
48. Develop a Board of Advisors, trusted friends and colleagues to guide you and your practice
49. Focus on one client at a time
50. Network and develop business in an authentic manner
51. Earn your client’s trust
52. Build an awesome website

Good luck as you work hard cultivating exceptional client relationships.

Camille Stell is the Vice President of Client Services for Lawyers Mutual. Continue this conversation by contacting Camille at camille@lawyersmutualnc.com or 800.662.8843.