Keeping Clients Happy

About 100 years ago, Andre and Edouard Michelin introduced a three-star ranking system in their travel guides. Over the ensuing years, Michelin Guides became a top source for locating restaurants with outstanding cuisine and service. Lawyers can achieve similar distinctions as top attorneys by providing excellent client service. Satisfied clients pay bills promptly, return for additional services, and refer new prospects.

Keeping Clients Happy
Satisfied clients pay bills promptly, return for additional services, and refer new prospects.

Read this article for client relationship strategies and resources for implementing them.

Adopt Technology. Adopt technology that improves customer service, increases efficiency, and reduces costs.  

Be Hospitable. Offer clients beverages and snacks in the office.  

Celebrate Milestones. Sending personal notes to recognize clients for accomplishments, anniversaries, and birthdays.   

Demonstrate Concern. Ask clients about their interests and needs so that you can address them and show empathy. 

Determine Preferences. Determine client preference for type and frequency of billing, newsletters, and updates.

Explain Fees. Explain fees and billing procedures; document understandings with an engagement agreement.  

Keep Informed – Provide clients with periodic status updates and alert them as issues arise.

Meet deadlines. Be prompt for meetings, determine client priorities, and meet client deadlines.

Seek Feedback. Use calls, emails, or web surveys to obtain client feedback; ask about the need for additional services and request testimonials for firm websites.

Stay in Touch. Publish blogs, e-alerts, or newsletters with preventive law tips and legal news.

Blumberg Products. Blumberg is ready to help with everything needed to run a firm including business cards (engraved and 4-color), client pamphlets, firm brochures (customized and semi-customized), and stationery (engraved and full color). Blumberg has systems for case management, client intake, document assembly, marketing, and timekeeping. Blumberg can help design your marketing materials and create a firm logo. Find what you need on Blumberg’s website or download a catalog. Shop by product type or practice area. To learn more or order Blumberg products, visit Blumberg’s website, chat online or call 800 221-2972.

Conclusion.  Delivering exceptional service is imperative to stay ahead in the race for clients. It requires sensitivity to client’s feelings, needs, and preferences. Read the resources accompanying this article for details Keeping happy clients will improve your reputation and attract clients to your firm. 


Building a Positive Reputation
Delivering Excellent Service
Distinguishing Your Firm
Showing Hospitality
Winning Awards

Business Etiquette
Client-Centered Law Firms
Improving Communications
Keeping Clients Happy

Client Bill of Rights
Client Satisfaction Survey

Michael Goldblatt

Mr. Goldblatt has authored numerous books and articles about marketing for lawyers. He wrote Blumberg’s client marketing pamphlets and designed Blumberg’s Summa Document Organizer and Semi-Customized Law Firm Brochures.