ten golden rules to make your new client happy
18 September 2007

We all know that satisfied existing clients are your best source of future business. They will continue to use your services when they need a lawyer, and they are your best referral source for new clients. Yet, most clients are unable to appreciate a quality work product because they aren’t lawyers. Consequently, they tend to judge the quality of your work based on service-related issues and how they are treated when they deal with you and your firm. 

I believe that these are the same kinds of factors that clients apply to lawyers and other professional service providers. They don’t necessarily want to know the intricacies of the law. They want a good result. They want to feel like you are taking good care of them. They want to trust you.

1. Send your new client a "Client Welcome Kit".

2. Seek to understand the big picture.

3. Establish your client's expectations and then exceed them.

4. Always follow through on your commitments.

5. Always promptly return telephone calls.

6. Communicate with your client in the manner he prefers - Ask your new client the method and frequency of communication he prefers and deliver your updates and progress reports accordingly.

7. Introduce your client to the team working on his matters.

8. Resist the temptation to "over lawyer" the matter.

9. Never, ever, send a surprise invoice - clear failure of communication.

10. Show your client that you appreciate his business - invest time in building the relationship.

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John Remsen, Jr., Law Practice Today