Clients who are about to leave often give off the same signals. We explore exactly what they are.
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Ever had a client rave about one part of your firm, but complain about another? It’s more common than you think—and it doesn’t always mean something’s gone wrong. Mixed feedback from the same client often points to deeper issues: inconsistent onboarding, patchy internal referrals, or overloaded client relationship partners.
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If you want to gain market share from your competitors, don’t rush into a brand overhaul. Ask your clients what they think of you instead.
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So you pooled your firm’s resources, pulled a few all nighters and presented a winning pitch. But what happens next?
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Many in-house legal teams adopt the view that they’re a law firm with the business as their sole client. I disagree with this approach entirely. Taking an ‘us and them’ stance reduces lawyers to a ‘check’ on strategy rather than being part of the strategic team.
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Knowing your share of wallet guides key account objectives…whether to grow, protect and maintain, or reduce client concentration for a resilient practice and long-term stability.
Read MoreIf you want to be indispensable to your clients don’t think about trying to become their trusted adviser. Don’t think about how you can repackage your fees or offer more elaborate customer service either. Instead, think about one thing: what can you do to make things easier?
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We’re often told that winning new work means knowing as much as you can about a client before you meet them for the first time. It’s great in theory. But in reality, new clients often want to meet on very short notice – and that’s where an efficient briefing system can really help.
Read MoreBreaking up may be hard to do, especially when there is money involved. But if you’re not consistently showing bad clients the door you’re not just making your working life less enjoyable, you’re also affecting your business’s ability to grow.
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Christmas cards trigger the conversation, but the real issue is Relationship Capital. Handwritten notes outperform e-cards because they demonstrate effort, create tactile memory, and become part of rituals. Learn when to send notes, what to write, and a year-round system that builds relationships without December panic.
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Professionals are told that to protect and build their revenue base, they should become a ‘trusted advisor’ to their clients. The principle is sound, but confusion arises when putting it into action.
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Building Trustability is a proactive approach to accelerate trustworthiness and the proactive protection of client's interests.
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Businesses that recognise the financial challenges faced by their clients during difficult economic times are in a better position to protect their own revenue. Here’s 7 tips for protecting good client relationships.
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