Do Your Clients Recommend Your Firm

Developing the Next Generation of Rainmakers Do your clients recommend your firm? Just curious: Do your clients recommend your firm to other businesses in their industry? Your firm and others know that client service is the key to to getting clients to recommend your firm. The problem as I see it, is that law firms “over promise” and “under deliver.” Does your firm webpage promise to “add value” for clients and claim that firm is “client focused?” I have seen those phrases on law firm websites for many years. But, most law firms do not convey what those phrases mean. Also, many law firms fall short on implementing these ideas. Here is a question for you: When was the last time your firm discussed how you could provide “extraordinary” service to your clients? I have a second question: When was the last time your firm rewarded a lawyer or professional staff member for providing “extraordinary” service? I recently gave it some thought and wanted to share my ideas with you. Value Adding Strategies Some value adding strategies are not new. Some might simply say adding value means “going the extra mile.” But, even that phrase is ambiguous. Client Focused If you want more of my thoughts, check out my Client Service iBook on Slideshare or you can download it to your iPad from iTunes. If you read my iBook you will find many Ritz Carlton stories. Did you know that each Ritz Carlton employee participates in a 15-20 minute meeting each day before their shift to talk about customer service. I wonder what would happen if a law firm held a meeting each day to talk about client service? Somehow, I think clients would notice a difference, and so would your lawyers and staff.     I practiced law for 37 years developing a national construction law practice representing some of the top highway and transportation construction contractors in the US.