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Looking after new business
Many lawyers tell us they don't want any new business. Their biggest challenge is making sure they can cope with the existing business piled up on their desks.
However, simply coping isn't enough for most fussy clients these days.
Put yourself in their situation for a moment.
Imagine you have toothache. You decide to see a dentist. You are referred by one a friend (apologies to any dentists reading this!). You make an appointment, you turn up on time but the dentist is late seeing you. You could have spent that half-hour in your office instead of reading out-of-date magazines. If only the dentist's receptionist had called you to let you know he was running half an hour behind schedule. You get to see the dentist, but he makes no apology for keeping you waiting. You are then subjected to the dentist's clumsy cross-selling techniques whereby he suggests you need your wisdom teeth extracted as well as five fillings inserted. It's going to cost you a lot of money. By this stage how would you be feeling?
It may sound an extreme example but it actually happened to Simon. Needless to say he didn't become a loyal patient of this dentist. He took his business elsewhere.
What impressions are you creating in your practice with your clients?
Are you creating a memorable value-for-money experience for them whereby they tell all their business associates, personal friends or family about you?
Our programs help you look after new business. Identify
1. How to make your clients happy to pay you the level of fees you deserve
Most fee resistance comes from clients who are unsure whether they are getting value for money. When lawyers are unclear about their value, then the temptation is to discount or even write off fees. Learn how to manage clients' fee expectations and be confident about your value.
2. How to focus on the client's outcome, not just your income
Most lawyers and law firms regard success as being defined by their income. This is short-sighted. By changing your mindset and focusing on the desired outcome for your clients, you will experience a profound shift in the strength of your client relationships and your bottom line.
3. How to establish a client loyalty program
Discover how successful practices build a wall around their clients to protect them from competitors. A simple but effective client loyalty program will add value to your client relationships and may create that unique point of difference.
4. How to deliver creative client service
Being creative is all about breaking away from routine and creating something new that your clients value. Discover how to deliver superb service consistently by adopting a revolutionary approach to client care that will knock your clients' socks off. It does require your heart and soul but it's well worth it.
5. How to deal with difficult clients
All lawyers have clients they dislike or find difficult to work with. Yet few know how best to deal with them. Learn how to adopt the mental discipline to overcome this difficulty without compromising yourself.
6. How to build trust with new clients
It seems that the more lawyers there are out there trying to sell themselves, the more cynical and sceptical clients can be about the promises they make. Discover the art of building high-trust relationships by asking the right questions.
7. How to find out what clients think about you
The simplest way to find out what they think about your service is to ask them. Frankly, any legal practice that doesn't do this is either negligent or simply doesn't care. Discover how a client survey can improve your business and place you one step ahead of your competition.
8. How to make that all-important emotional connection
Your clients may place value on your brand, reputation or expertise. However, the icing in the cake is being able to make emotional connections with clients so that they get to like you. Find out just how your own emotions, actions and body language influence how your clients feel about you.
9. How to get your staff excited about your clients and your business
Having an enthusiastic, motivated and knowledgeable support staff is critical in the delivery of client care. However, many support staff members secretly confess that they don't respect their boss, don't know the range of services offered by their firm and couldn't really care less about the firm's clients so long as they get paid every month. Don't let this happen to you!
10. How to develop creative client care ideas
Coming up with innovative ideas to enhance client service can be difficult, especially with so many demands on your time. The solution is to enlist the suggestions and ideas of others close to you with a vested interest in your success. Discover a method to tap into the creative ideas of you clients, colleagues and referrers.
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