I’m sure you’ve heard that the most expensive client you can have is the “one and done” — the person who only does business with you one time. While there are some practice areas that typically have this kind of client — criminal law, personal injury — many attorneys can benefit greatly from having repeat business from former clients and/or turn those clients into good referral sources.
If you find that your firm is suffering from the “one and done” syndrome and want to do something about it, consider these six ways you may be the author of your own problem:
You fail to 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.
You ignore clients after they become clients. 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.
You talk over their heads. 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 are trying to communicate.
You don’t respond. 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.
You don’t 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 alleviate it.
You hand them off. 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.
FREE Webinar 4/13 on Digital Marketing for Law Firms
In today’s digital era, almost anyone searching for an attorney is doing so online. So how cutting-edge is your law firm these days when it comes to digital marketing? Can you compete with other firms in your practice area or are they eating your digital lunch?
You should know by now how important it is to have an attention-grabbing website that’s formatted for all devices such as smartphones, tablets, and desktops, as well as ensuring your firm is showing up on top of the first page in search engines like Google and Yahoo.
But you may be confused about other digital marketing strategies and what will work for your firm. You also need to know how you can leverage your current marketing budget to structure the right campaigns that will drive more business and increase your ROI.
You’ll get those answers and more when you attend the free webinar on Digital Marketing for Law Firms on Thursday, April 13, at 11 a.m. PT/3 p.m. ET, presented by Scorpion Legal Internet Marketing and The Rainmaker Institute.
Now more than ever, it’s crucial that your business makes an investment in digital marketing to generate new leads with digital advertising strategies, including:
- Responsive Web Design
- Search Engine Optimization (SEO)
- Paid Search Advertising
- Online Reputation Management
- Comprehensive Data Tracking
Your law firm should stand out online – and your online presence should reflect the very best of what your law firm offers. Whether you are in criminal defense, personal injury, or immigration, your firm can – and should – make sure it’s implementing digital marketing strategies that get you noticed before your competitors online.
Register online now and join us on Thursday, April 13, at 11 a.m. PT/3 p.m. ET, to learn how to generate more leads that turn into better clients, find the right strategies for your firm, and increase your overall ROI. It’s free!