There are certain actions that I see attorneys committing time and again that drive clients from their doors, and the lawyers who commit them are clueless about why their competition is getting new clients and they are not.
Here are 7 steps I have found work well for attracting and keeping great clients:
Don’t try to be all things to all people. You should be measuring your success in terms of profit, not just revenue. If you are signing everyone who walks in your door or calls you on the phone, you are probably discovering that many are not your ideal client, and are wasting your precious time and resources without hope of a satisfactory outcome.
Set expectations. Most relationships with clients that go south do so because of unmet expectations. Be realistic about the services you provide and the outcome they can expect, and do it up-front.
Communicate. You don’t mean to ignore them, but you’re busy and time slips by. If you had a process in place for communicating with them regularly, this wouldn’t be a problem.
Talk to them in their language. Some attorneys have a very bad habit of making clients feel stupid by using too many legal terms in conversation. Stay on your client’s level and always make sure they understood what you were trying to communicate.
Return calls promptly. When clients need you, they don’t like to keep leaving voicemail messages....worse still is a full voicemail box. Offer your cell phone number or a way they can reach you when they need you.
Listen. Most clients just want to be heard, especially by their own attorneys. This takes time on your part, and an effort to understand their point of pain and how to solve it.
Stay visible. Is the only time a client ever sees you when they are ready to sign on the dotted line? If you only make an appearance when money is on the table and then hand clients off to junior associates, you have just created a major disconnect in the loyalty chain.
On-Demand Seminar: Knowing the Numbers That Run Your Law Firm
We are now providing one of our most popular seminars – Knowing the Numbers That Run Your Law Firm – in an on-demand format, so you can watch and learn at your convenience, as many times as you wish.
Over the last decade we have helped over 10,000 attorneys market and grow their business. During this time we have identified many of the key characteristics of highly successful law firms.
One of the more consistent ones is that they track specific numbers and key indicators that give them instant insight into how their law firm is performing on a weekly and monthly basis.
Key Performance Indicators (KPIs) are the numbers that make your law firm run. By analyzing these critical metrics, partners and owners of law firms can easily determine whether they are on track to achieve their goals or if they need to retool and refocus their marketing and business development efforts.
In this fast paced seminar, you learn:
- How to easily identify the 12 key metrics your law firm needs to track and measure
- How to set up a system to identify these numbers
- The 7 critical systems every law firm must have
- CPL and CPC: the 2 most important numbers every attorney must know in order to succeed
- How to avoid “paralysis by analysis” and being overwhelmed by too much data
- Delegating roles and responsibility to your staff
- Using software to track your KPIs
If you’re a spreadsheet and data driven individual then you will love this seminar! However, if numbers scare you or you tend to ignore them because you have a hard time making heads or tails of all the different data you see, then this seminar is a “can’t miss” event!
We cut through the clutter and give you clear and easy to understand guidance on which numbers really matter the most, how to track this information, and what to do with it once you have it!
To get this on-demand seminar, click on this link: Knowing the Numbers That Run Your Law Firm.