Keep clients happy the easy way

Richard Brewin • October 26, 2018

Keeping clients happy doesn’t have to be time consuming, complicated or expensive.

Ultimately, a client will judge you on your ability to get the job done well but to focus on this is to assume we have a task-based relationship (like most legal work) as opposed to a service based one.

Your life is easier if your clients are happy, so keeping them happy all the time, as opposed to only when they see the outcome of your work, should be a goal for your firm.

Here’s a tip. The starting point to this should be to only work with clients who you like and respect and who like and respect you. These are the right clients for you. Any other relationship is heading for trouble and failure.

Keeping the right clients happy isn’t complicated but does require effort and commitment.  No matter how busy you are, how bad a day you are having, how rubbish you feel:-

  • Treat them with respect
  • Make them feel welcome
  • Make them feel like your guest
  • Listen to them
  • Be polite
  • Be understanding
  • Be helpful
  • Be friendly
  • Be positive
  • Be honest
  • Keep your promises
  • Do your best for them
  • Stand by them
  • Be professional

Total cost to your business – NIL

Total time wasted – NIL

Amount of goodwill generated – HUGE

It’s a habit.

It’s why hairdressers are great.

It’s why a local corner shop is still there.

It’s why firms don’t have to be the best accountant in town to be the best firm in town.

It’s why your clients will stay with you and happily pay more despite cheap fees on offer down the road.

And this is a reminder for you to keep the habit!

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