September
2003 ********************************************
IN THIS ISSUE
Welcome
Article: Improving Client Relations
News and Announcements
Contact Information
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WELCOME
Hello everyone! My 17-year old daughter
was recently involved in a car accident.
While she was not hurt, her car was a total
loss and we were soon embroiled in a
battle over who was at fault.
I’ve heard stories of people caught up in
an insurance nightmare over accidents
involving teenagers so I was somewhat
apprehensive as we contacted our
insurance company. Boy, were we in for
a pleasant surprise. The claims investigator
assigned to the case had the best client
relations skills I’ve seen in a long time.
She understood that this was an emotional
time for us and realized that we didn’t
entirely comprehend the procedures
involved in investigating and processing a
claim. Rather than brush us off with impatient
answers to our many questions, she took the
time to walk us through each stage of the
process, explaining what was happening and
how it would affect the subsequent stages.
During the course of the investigation, the
insurance company reps were always
courteous, patient and helpful. And, when
the claim was ultimately closed and my
daughter was found 100% not at fault, I
could hear in the claims investigator’s voice
how genuinely pleased she was for us.
Are you providing the same stellar service
to your clients? Read on for useful tips to
improve client relations.
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IMPROVING CLIENT RELATIONS
Be available. Make each client feel that theirs
is the only work you currently have on your plate.
This way they will not feel that your attention is
divided or be concerned that you are too busy to
do your best work for them.
Be an active listener. Lean forward slightly while
maintaining eye contact. Also, acknowledge your
understanding by saying “uh huh” and “I see”
periodically, and paraphrase occasionally so you
are sure to follow the conversation accurately.
Get the details. Taking notes is a great way to
memorialize the important points in a conversa-
tion, especially if the matter is complex. Be sure,
however, not to keep your head bent over your
paper the entire time you are writing!
Understand exactly what the client is asking.
Listen to what’s not being said in addition to the
words that are spoken. Get to the crux of the
matter so you are providing the right solution
to the real problem.
Be patient. Remember that the client’s question
or problem is important to them, no matter how
trivial or simple it seems to you. It’s good when
your clients feel they can bring all their questions
to you.
Slow down. Although you will, no doubt, face
many crises during the day, this issue is probably
the most important one facing your client at this
moment. Take the time to let your client know
his issue is important to you too.
Use your voice carefully. It’s important that your
voice convey interest and compassion, rather than
arrogance or disinterest. Above all, be sure you
aren’t talking in jargon just so you sound “smart”
to your client. This is a huge turnoff and a barrier
to building a strong relationship.
Summarize. If you have several points to make,
be certain to summarize each point before moving
to the next. This will help ensure your client is
with you.
Acknowledge your client’s state of mind. If your
client is fearful or upset, it is important to acknow-
ledge that their feelings are legitimate before
discussing solutions. Validation of your client’s
feelings helps them move toward resolution of
the issue.
Admit when you don’t know the answer. Believe
it or not, it’s okay if you don’t know everything!
Be honest, but also assure your client that while
you don’t know the answer now, you will be sure
to find out.
Create proposed agendas for meetings. Agendas
enable a meeting to run more efficiently. Be sure
to leave space for the client’s agenda items and
questions.
Return telephone calls promptly. Most clients
expect a return call within 2 to 4 hours. If you will
be unable to return a client’s call within this time
frame, enlist the aid of your secretary. He or she
can call the client to let him know when to
expect a return call from you.
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NEWS AND ANNOUNCEMENTS
As you may remember from last month’s
newsletter, this summer I wrote a tips
booklet on the business development. This
particular booklet is written for lawyers who
want to build their practices and is the first
of a series of business development booklets
for various professions that I hope to write.
If you are a lawyer who wants to continue
a thriving practice or start one, this booklet
is for you. It contains tried and tested business
development tips that are certain to work for
you regardless of your area of legal expertise
and no matter how long you’ve been in practice.
Many of you have pre-order this booklet and
I am excited to tell you that the booklets have
arrived from the printer! This means that your
orders will be filled shortly.
If you haven’t pre-ordered and you want to
purchase a booklet, just send me an email at
Barbara@Rainmaker-Strategies.com
and I’ll
be happy to process your order. Cost is $5.00
for a single copy and quantity discounts are
available if you wish to purchase booklets for
your friends and colleagues or perhaps a law
school student that you know.
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CONTACT INFORMATION
Barbara Nichols Mencer
Rainmaker Strategies
Barbara@Rainmaker-Strategies.com
www.rainmaker-strategies.com
If you’ve enjoyed this article and learned a valuable
business-building tip, please feel free to forward
this newsletter to your friends and colleagues.
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Copyright 2003, All Rights Reserved. Reproduction
in whole or in part without permission is prohibited.
