Ways to Lose Clients and How to Avoid Them
Law Practice Today recently published an article describing six ways that lawyers lose clients and how to avoid them. For the attorneys that read my blog, I thought that these tips would be insightful and helpful for them. For the clients and potential clients that read this article, consider whether your attorney is guilty of any of the following mistakes:
- "Only" offer advice. It is more helpful to counsel a client on the full scope and implications of a problem and possible solutions than it is to simply tell someone what to do.
- Demonstrate a lapse in integrity. Once a client discovers she has not learned the complete and utter truth about a matter, regardless of how little or how much is at stake, it is difficult to regain that lost trust.
- Fail to communicate with the client. Whatever your clients’ preference (telephone, e-mail, mail, fax or a combination), adapt your communication style to respond to their needs.
- Do not deliver work product in a timely fashion. This problem can easily be remedied by directly and regularly communicating with clients regarding their expectations for how and in what time frame they need to receive the components of their ongoing projects.
- “Nickel and dime” your client. Lawyers who want to build long-term relationships with clients will be well served to carefully monitor their billable time and resist the urge to bill for every six minutes.
- Fail to provide “value-added” services. Lawyers can use communications tools such as newsletters, e-newsletters, legal alerts, blogging, etc. to develop deeper connections for your clients and their clients.
Source: "Six Ways to Lose a Client And How You Can Avoid Them" by Kimberly Alford Rice, published in Law Practice Today.
