Would you like to increase your referrals? Would you like to have raving fans for clients? One of the ways you can do this is by making sure you know your clients are happy with your work.
Even if they smile when you have your final meeting. Even if they don’t dispute your final bill. Can you be certain they were happy with your work? Can you count on them to provide you with referrals? Are you willing to take that chance? I have worked with many clients who have realized they don’t know for absolute certainty their clients are happy.
The easiest way to ensure they are? Give them permission in your initial meeting to give you feedback. Ask them to let you know if something is not exactly the way they want it. If they are unsure about something, make it easy for them to ask you. Believe it or not, a lot of clients are intimidated by their lawyers. They won’t feel comfortable bringing something up unless you make it perfectly clear that’s how you like to work.
By doing this, you are then in a position to correct any small issue in the moment, as it happens. This prevents small issues from festering and growing into large ones. By the time they become large issues, it’s almost always too late to effectively correct the situation. This approach also strengthens your relationships with you clients.
So the next time you open a file, a new client, or long-standing one, try this approach. Watch for the subtle reaction on their face.