It’s the first Wednesday of the month (how is it already November?) and that means it’s time for a rainmaking recommendation from expert Jaimie Field, Esq!

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Great client service is about the client.

I know, how trite. But so true!

However, you need to understand that each client is truly different from each other. There will be some clients who will want to talk to you every hour on the hour. There will be others who don’t want to hear from you unless you have something to say. There are some who will want to nickel and dime you for every bill and others who will not even look at the total when they send the check.

Exceptional client service is really only three steps:

  1. Find out what each client is expecting,
  2. Determine how you are going to manage those expectations, and then
  3. Meet and, more importantly, exceed those expectations.

From the very first phone call, at the very first meeting, you need to suss out what your client wants from you as their attorney.

When you are discussing being retained you can find out what your clients’ expectations with regards to their interactions with you – how much information do they need and how often. You need to explain billing procedures and how you charge for your time. You need to agree on strategies for their legal issues.

Once you have determined their needs, it’s time to manage those expectations. We all know clients who will want to be unreasonable, the trick is to discuss with them what you can and cannot do with regard to their expectations. Determining what works with you both will help you continue to provide exceptional service to these clients.

Finally, exceed those expectations as often as possible.

What’s the payoff? Clients who are treated the way they require will become fans. Fans will become promoters. Promoters provide referrals.

Blog Posts you may have missed since the last Rainmaking Recommendation:

PLEASE FORWARD THIS INFORMATION TO A COLLEAGUE WHO YOU THINK WOULD BENEFIT; IT MUST BE FORWARDED IT IN ITS ENTIRETY. ALL INFORMATION IS THE COPYRIGHT OF MARKETING FIELD, LLC © 2013

Rainmaking Recommendations are sent the first and third Wednesdays of the month. They are bite size tips that when implemented will cause you to make rain. To learn more about Rainmaking, Goal Setting and Achieving the Life you want as an Attorney please contact Jaimie B. Field, Esq. If you have missed any of the previous Rainmaking Recommendations you can find them at www.jaimiefield.com The Enlightened Rainmaker Blog.

 

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Photo of Lindsay Griffiths Lindsay Griffiths

Lindsay Griffiths is the International Lawyers Network’s Executive Director. She is a dynamic, influential international executive and marketing thought leader with a passion for relationship development and authoring impactful content. Griffiths is a driven, strategic leader who implements creative initiatives to achieve the…

Lindsay Griffiths is the International Lawyers Network’s Executive Director. She is a dynamic, influential international executive and marketing thought leader with a passion for relationship development and authoring impactful content. Griffiths is a driven, strategic leader who implements creative initiatives to achieve the goals of a global professional services network. She manages all major aspects of the Network, including recruitment, member retention, and providing exceptional client service to an international membership base.

In her role as Executive Director, Griffiths manages a mix of international programs, engages a diverse global community, and develops an international membership base. She leads the development and successful implementation of major organizational initiatives, manages interpersonal relationships, and possesses executive presence with audiences of internal and external stakeholders. Griffiths excels at project management, organization, and planning, writes and speaks with influence and authority, and works independently while demonstrating flexibility in thinking, especially in challenging situations. She also adapts to diverse and dynamic environments with constant assessment and recalibration.

JD Supra Readers Choice Top Author 2019

In 2021, the ILN was honored as Global Law Firm Network of the Year by The Lawyer European Awards, and in 2016 and 2017, they were shortlisted as Global Law Firm Network of the Year. Since 2011, the Network has been listed as a Chambers & Partners Leading Law Firm Network, recently increasing this ranking to be included in the top two percent of law firm networks globally, as well as adding two regional rankings. She was awarded “Thought Leader of the Year” by the Legal Marketing Association’s New York chapter in 2014 for her substantive contributions to the industry and was included in Clio’s list of “34 People in Legal You Should Follow on Twitter.” She was also chosen for the American Bar Association Journal’s inaugural Web 100‘s Best Law Blogs, where judge Ivy Grey said “This blog is outstanding, thoughtful, and useful.” Ms. Griffiths was recently chosen as a Top Author by JD Supra in their 2019 Readers’ Choice Awards, for the level of engagement and visibility she attained with readers on the topic of marketing & business development. She has been the author of Zen & the Art of Legal Networking since February of 2009.