Retaining clients is a function of doing good quality work at a competitive price plus one more thing: being easy to work with.
What can you do to be easier to do business with? Start by looking at your business through your client's eyes. Call your receptionist so you can hear how the receptionist answers the phone. Sit in the lobby of your office. Experience what you clients experience.
Review your marketing materials, client correspondence and engagement letters. Are they easy to read? Is legal jargon kept to a minimum? Is the style of writing appropriate to the audience? Are accounts receivable policies friendly and easy with which to comply? Do you give your clients choices in how to pay your bill? Do you check in frequently with clients to make sure they are satisfied? Do you answer your phone promptly? Are clients given your cell phone number so that they can ask you questions at any time of day?
Many law firms and attorneys structure their policies and operations for their own convenience. But the attorneys who retain long term client relationships do so in part because they have configured their service delivery for the convenience of their clients.
What can you do to make it easier for your clients to do business with you?
If you'd like to become easier to work with, call Eric at 502-693-4731. You'll find that I am an eager resource and that it costs nothing to talk.
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