Scoring newer clients is difficult, and often forces substantial amounts out of pocket in the garb of marketing expenses to attract clients. As opposed to this, retaining your existing clients is even more difficult, but comes along with little or no costs. Retention of clients and keeping the client turnover at a minimum can be said to be one of the essentials for success and has gotten even necessary in modern times. With more and more people now having access to first-hand mainstream legal knowledge from online resources, their awareness about the legal scenarios and what to expect out of a typical legal dispute have been practically conditioned and harnessed by resources available on the internet. People now have a plethora of options open to them and can arrange for legal pieces of advice from multiple practitioners at a few clicks.
Also keeping in mind, the wonders of word-of-mouth marketing and client referrals, retention of satisfied clients can safely be rendered as a pivotal element necessary for the long-term success of both independent practitioners as well as established law firms.
Winning a case may not always be in the grip of your hand, but keeping a client satisfied through your conduct, dedication and informed results towards their case sure is something lying within the ambit of your control. This goes for lawyers and firms practicing in all aspects of law, be it civil or criminal law. So, what are some of those ways to associate service loyalty amongst, and grab onto your long-standing clients for eternity.
Observance of the Client-Attorney Protocol
An admired lawyer would ideally always be within his clients’ easy reach, such that the clients can bank upon him or her to respond in case of an emergency. In the ideal case, you should never keep your clients waiting for more than 24 hours until they can speak to you for any concerns that they might have. With the advent of new modes of informal communication, lawyers should make themselves available on social media and online communication platforms too, in addition to the formal means of contacting through emails.
Moreover, to give your client the realization that all their cash outflows upon legal issues have been worth the expense, you must keep them updated on the progress of their case. Follow-ups may also necessarily be taken in order to get sure about their grasp on the case and to find out if they are aware of the latest developments. An attorney determined to keep their clients satisfied would also inform them as to the latest shifts in his strategy, of the recent build-outs in the law and about any court matters which affect his case proceedings. Such conduct fosters confidence among clients which they have for their lawyers, and is something which even could not be done regularly by the attorney personally, he can still delegate this task to any of his associates to carry out in a timely fashion and keep the client in confidence.
Building Strong Personal Bonds with Your Clients
While choosing between professionals with the same competence level, many people may find themselves inclined towards the one who treats them with dignity, compassion and empathy to a certain extent. With this, showing yourself politely interested would help your client open up to you regarding their personal and business lives to the extent that they wish to share, bridging relationships of confidentiality between the two.
Shrewd lawyers know the art of utilizing emotional intelligence to their benefit. They make clients feel safe and cocooned when they’re around, and can surprisingly uplift confidence levels in them, making the clients dependent upon them for security and protection from the wrongs sustained by them.
Furthermore, you should carefully focus on the in-chamber treatment which the client receives. Whenever a client shows up, you must ensure that they receive undivided attention either from you or another senior official at the firm, and are welcomed with an elegant and impressive office ambience, which has the effect of engraving the feeling of future success in the clients’ minds.
The Primary Factor: Your Legal Acumen and Method of Working
Honesty is the key to maintaining long-term relationships, be it personal or in business. You should take an upfront position in all your dealings with the client, should admit to any glitches caused on your part, and must take all corrective actions so that you can defend your part too before the client. With this, you must have the requisite legal acumen and should possess a splendid grip over the law that you’re supposed to work in. No matter how much the client has to offer, they would always be looking to put in their confidence in the best option they can lay hands on. To secure such understanding, you must master all your trades, stay up to date with the latest developments and certifications, and must demonstrate legal prowess. Today’s marketplace for lawyers is characterized by an intensely competitive space, where the high-end legal savvies are aware of the loopholes and can never afford to lag in the ongoing affairs of the legal world. Being an expert helps you retain clients better than any other, for which specialization can be of help. Clients will, till time unknown, always bank on the advice given by the best man in the town.
Try to habitually carry yourself with integrity, whether you are a law firm or an independent practitioner and flaunt a personality which makes the client boast about you representing them.
Furthering the honesty principle, an accomplished attorney would never promise of unrealistic outcomes. It is always smart to undersell and overdeliver and keep it practical for the client. Even before you take up a case, you must inform the client as to the unfavorable outcomes which can entail, and plan for them. There’s always a difference between a client who leaves for your failure to deliver what you had assuredly promised to and the other who left just because you refused to guarantee them their desired outcomes.
A careful observance of most of the above points will surely help any attorney master the art of retaining its clients and make them speak highly of his services and refer the same to circles around them, eventually to the added benefit of the attorney.