604-669-5235 gary@ontraccoach.com

Go the extra mile

Another sure-fire way to ensure you are getting more referral clients is to go the extra mile in your service delivery. Be as flexible to your clients’ need as possible.Provide them with samples or case studies of past work to help them understand the process. Make sure that if you’re not available at any given time, that someone on your team is. Never leave your clients hanging in their time of crisis. Do whatever you can to deliver the best possible service.

I’ve said this many times, but what makes your clients happier even more than your ‘lawyer’ skills, is your approach to service. Always remember, at the core, you are a service provider.And that is what will stand out for your clients just as much if not more than your lawyering ability. Another value-added approach, especially if your clients are business people, is making introductions for them to your vast network. Help them grow their business.

Set up realistic expectations

Work with your clients from the very beginning and set up realistic expectations. Never promise anything you can’t deliver. It’s better so say no, then to say yes and not get it done. Walk them through the variables and educate them on the process as much as possible. They will really appreciate it. Remember, you’ve done this a million times. This could be their first time going through the process. Depending on the nature of the file or the work you are doing for them, they could be going through a very tough time. Don’t underestimate the discomfort they may feel, the level of uncertainty. This isn’t about your ‘lawyer’ skills. This is about your ‘people’ skills and level of service which will go a long way in separating you from your competition and providing more potential referrals.

Get more referrals

The easiest way to get more referrals is from your clients. The fastest way to do this is to ensure they are completely happy with your service. In my opinion, that starts with effective communication. One of the top complaints lawyers get from clients is that they don’t communicate often enough and make assumptions. Communication is at the heart of your service to your clients. So get agreement from the very beginning on how often and by which method your clients would like you to communicate with them. And also explain, the more that communication is required, this will add to the cost of your services.

The next thing I recommend, is to give your clients permission to give you feedback throughout your dealings with them. Your clients might be intimidated by you and not want to point something out when it’s relatively small. And you want to know if something isn’t quite to their liking so you can fix it in that moment before it grows and festers to the point where they don’t want to pay their bill. Often when mistakes are made, it’s not the mistake that people remember. it’s how quickly and effectively the mistake is corrected or reversed.

Add more value

Standing out in today’s economy is tougher than ever. More and more people are price sensitive. So how do you stand out from your competition? One of the ways is to add more value. Become indispensable to your clients. The pathway to doing that is to understand the big picture. Go beyond the services that you offer. Understand more about your client’s needs, challenges, goals, and the legacy they want to create. Find more ways to bring more to the relationship and you will stand out.

The book is out

Raindance: The Business Development Guide Book for Lawyers is now available through Carswell. Click here to go to Carswell for more information and ordering.

If you are a lawyer just starting out with business development, or already engaged and looking to up your game, this book is your practical, step-by-step guide to follow in order to achieve your goals.