No business likes to turn down a paying customer. But for professional services firms, firing bad clients isn’t just important, it’s essential.
Read MoreTurning around your clients’ perceptions and improving your Net Promoter Score may be much easier than you think, so long as you’re brave.
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Research undertaken by my professional services business development consultancy confirmed that there was a degree of ‘empty brand awareness’ in our highly competitive legal marketplace. But, to hand it to the Australian firms, here’s how they responded to this perceived lack of difference.
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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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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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Four corporate GCs of US Companies gave their unvarnished opinions of law firm marketing at the legal sales and service conference in Chicago. Here’s what they said …
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What’s the size of your clients’ budgets this financial year? If you don’t have any idea of a client’s budget, you can’t possibly know your share of wallet.
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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“Get your Firm’s practice managers, finance and marketing specialists to work together so that pricing models and service align with your marketing and positioning messages.” This tip and 27 more from the client-side.
Read MoreRecommendations and referrals are the lifeblood of any professional services business but there’s something that can make us decidedly embarrassed about asking for them.
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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.
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One of the most common questions professionals ask me is what to do when they’re asked to reduce their fees.
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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These General Counsel had they much more in common when it came to what they looked for in relationships with their legal service providers. Here are more than 4o tips for the lawyers who want to work with them…
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Over the past week I've been reading on-line discussions by professional service marketers about the mixed quality and apparent demise of e-cards. Comments include …
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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.
Read MoreNews from BTI's Mad Clientist Blog: Things were going so well. Client service levels rose for 5 straight years. What happened?
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Building Trustability is a proactive approach to accelerate trustworthiness and the proactive protection of client's interests.
Read MoreBusinesses 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 my top 7 tips for protecting good client relationships and profits.
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