Unlike the Rolling Stones, your clients can get satisfaction if you take the time and effort to honestly assess their needs.
There is a lot of literature out there telling us what law firms are doing wrong when it comes to relationships with in-house counsel, but this article provides some great tips on getting it right.
A few key take-aways to keep in mind for universal client service.
Communication is critical.
- Providing the why behind an unusually large charge, or an unexpected answer goes a long way to keeping your client.
- Communicating in the client’s preferred method saves frustration.
Relationships matter.
- Continual service and quality interactions build loyalty.
- Personal builds business.
Sure these are simple mantras but simplicity works when you are working on complicated matters. Knowing your client’s needs and preferences and responding appropriately, satisfies the client.
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