5 Ways to Meet (and Exceed) High Expectations

No matter how hard you work at it, the challenge of managing expectations can be overwhelming. Falter just a little, and you could lose a client (and his or her referrals) forever. Sometimes there are no second chances, so meeting those great expectations from clients is crucial for the growth of your practice - and your bottom line.

Also read: How to Negotiate with Hardline Buyers

Managing expectations comes in many forms - from picking the right clients, to handling their matters. While you can't always be successful (no one is!), the client must feel like you gave him or her your all.

Here are five ways to do just that:

1. Under promise, over deliver.

When some lawyers are trying to woo a new client, they'll say just about anything to seal the deal. When the pitch is an over-sell, the lawyer may not deliver. It's best to hedge on what you can deliver; under promise so to speak. In the end, you'll hear more of "better than I had hoped for" rather than "that was a disappointment."

2. Weed out the bad clients.

Part of managing client expectations is to rid yourself of the client who will never be satisfied. These are the types of clients who eat up so much time and energy that letting them go will actually open your practice to greater profitability.

Also read: How to Fire a Client

3. Bill appropriately.

Don't nickel and dime your client. Don't bill him or her for a few copies, a phone call, or parking receipts. In other words, don't allow a client to put a magnifying glass to the bill. Instead, provide enough detail, in a timely fashion, that makes the client think "that was worth it."

4. Pick up the phone.

You know you have the client's matter under control... but he or she doesn't know this. Don't assume you're on the same page with the client. And don't make the client feel in the dark! Pick up the phone and touch base. Let your client know the status of their case, even if there isn't much new since the last time you talked. Reassure him or her that you'll call immediately if things change.

Also read: Why Face Time Matters

5. Staffing is key.

Make sure your client knows who is working on what and when. Staffing is also tied to communication and cost— so be sure the client has a clear understanding of the who and what in regard to getting the job done.

Remember,  if the client feels like you gave him/her the best shot of winning, it will lead to greater opportunities.

Meeting in Person is Always Better than Skype, Email, or Text

Let's face it. It's extremely easy to open your inbox and send an email rather than to pick up the phone and make a call. Our computers are the easy way out.

But given the industry we are in, does this really make sense?

We'll only be successful if we really get to know our clients. And, to do this, you'll have to set aside Skype, text messages, and emails and engage in real personal, face-to-face connections.

In-person meetings, rather than virtual ones, are powerful in that you can learn so much more about a person. For instance:

1. Small-talk.

As painful as you may consider small talk to be, it can build a valuable connection between two people. Instead of quickly solving a business problem over the phone, face time almost always includes a little small talk at the beginning which, in turn, helps cement a bond. Small talk can be about favorite sports teams, hobbies, parenting, and other bits and pieces that make us interesting.

2. Impressions.

A confident smile. A firm handshake. Solid eye contact. These are all factors that go into making a good first impression - and you have only seconds to do it. These impression factors simply can not be replicated through technology.

3. Body language.

Facial expressions often communicate so much more than words. In a person's eyes and in their body language, you can see confidence, empathy, fear, friendliness or sincerity. The ability to “read” a person beyond their keywords can be a big advantage - both personally and professionally.

There's no doubt about it. Technology can be a communication lifesaver at times. But as a lawyer, remember that your clients want to work with someone they can relate to - and relationships are built through face time.

Replace a Bad Client with a BETTER CLIENT!

Talking about dropping clients may seem like a strange topic in this economic climate where ADDING CLIENTS is what all of us are focusing on.

We need to build that client base no matter what, right?

Wrong!

Tough times make SELECTIVITY crucial.

Troublesome Traits.

Troublesome clients are not only energy drains, they can literally suck the life out of your practice.

So, which clients generally fall at the bottom?

David Leffler, a New York City-based lawyer, lays out some troubling characteristics in a recent GPSolo Magazine article.

• Constant complaining about your work, your availability, your bill, etc.
• Doesn't heed your advice - ever!
• Skips out on a bill or is slow to pay.
• Is unreachable until a day before trial.

Wasted time. Wasted energy. Personal misery aside, these types of high-maintenance, low-return clients are bad for your practice...and for your HEALTH.

Think about it. All the time you spend with a huge headache of a client who drives you nuts or doesn't pay on time could be otherwise devoted to a better-quality client who follows your advice, pays your bill, and is a pleasure to work with.

In addition, Leffler writes:

"The amount of time and emotional energy taken up by this [bad] client is way out of proportion to the amount of revenue brought in.  Not to mention, you're affected when you're NOT working with them. Trouble clients can challenge your self-esteem, making it harder for you to do well with other clients."

While it's hard to actually cut a client loose, it's important to understand that doing so will most likely lead to more work. Once you fire a counter-productive client, you'll have:

• More time to devote to your professional relationships with existing clients.
• More time for lawyer marketing and business development.
• More time for networking and pinging contacts and referrals.

How to Delicately Fire a Client

Once you've determined which clients are weighing you down, it's time to give them the boot!

Termination of services should always be carried out politely and in person. Never do it by e-mail!

Leffler reminds attorneys to keep malpractice in mind as well.

"You can't just leave a client high and dry in the middle of a lawsuit. Be sure to observe all local rules in this regard."

Finally, be courteous enough to make yourself available to the next lawyer. Make sure the client's file is ready and waiting for new counsel ASAP! Be proactive!

A proactive lawyer is a productive lawyer.

Don't be bogged down by unhealthy attorney-client relationships.

Cut bothersome clients loose and start reaping the rewards!

The worst of the recession may be behind us, but we're not out of the woods yet.

The recent economic meltdown is still sending shock waves, and hitting people where it hurts most - their wallets.

The issue is credit.

Many people - particularly business owners - still can't get it.

According to a small business report survey, roughly 34% of small businesses are unsure if they'll be able to access credit this year.

Even worse, 15% said that a lack of credit will prevent them from hiring more employees.

This report is a good indicator of what lawyers and other business professionals are up against this year, especially as it relates to clients and prospects.

Money is tight. Business and revenue are still a concern.

The good news?

We're all in the same boat.

After you read this small business report, you'll realize that ALL OF US face the same hurdles.

Challenging times though call for a plan of attack!

What's yours?

Strengthen Business with Strong Client Relationships

Canned emails to clients that say, "Hope you're doing well...," are transparent. Your clients know you're reaching out to them for one reason: Business.

Be less gratuitous about keeping in touch by keeping your correspondence with clients MEANINGFUL and MEMORABLE.

Have a purpose for making contact that will benefit the client. Don't make it just a sales call.

Here are 4 ways to pull it off.

1. Recommend on LinkedIn.

Many people feel uncomfortable asking others to complete LinkedIn Recommendations. Instead of waiting for a client to ask, jump in and write one. Not only will you strengthen a connection, but you also get the chance to (subtly) describe your business and services when you discuss how you and your client did business in the past.

2. Set up a Google Alert on the client.

Set up an alert on the person’s name, company name, and perhaps his or her industry and topics of interest. Then you can re-connect with something to offer: congratulations, information about new competitor, trends in their industry, etc.

3. Leave comments.

Lots of people write blog posts and articles. Few receive any comments on their posts. Subscribe to client blogs, use Google Alerts to find articles they write for other sites (or articles they’re quoted in) and leave thoughtful comments. Your clients will greatly appreciate the support.

4. Tap their expertise.

Ask clients to share their knowledge. Get input from clients for articles, blog posts… whatever media you use to communicate with your customers and your industry. They’ll be flattered you want to tap their expertise.

Making contact with clients - both past and present - doesn't have to be painful. Make sure your communications add value to clients, and they'll stick with you for life.

Related articles:

Bad Clients: When it's Time to Cut Them Loose

Create Client Relationships that Last a Lifetime

4 Ways to Manage Client Expectations 

Are You about to Lose a Client? 

5 Rules to Live By When Building a Lasting Client Partnership

Good client relationships are crucial to sustaining a lucrative law practice.

That's why learning how to nurture a new client partnership is WORTH YOUR TIME AND COMMITMENT!

Focus on these five rules for building - and maintaining - a healthy relationship.

1. Say "we."

The word we fosters togetherness.

It makes the listening client feel connected to you. It also gives a subconscious feeling of "you and me against the cold, cold world."

2. Use "you" liberally.

Begin every appropriate sentence with "you."

It will immediately grab your client's attention, and they will often respond positively because you have pushed their pride button.

Think, comm-YOU-nicate!

3. Don't touch a cliche with a ten-foot pole.

Clients cringe at cliches. Trite, over-worn phrases shout lack of imagination.

So, if you are feeling fit as a fiddle, happy as a lark, or high as a kite, just remember that using common cliches around uncommonly successful people brands you as UNCOMMONLY COMMON.

Roll out some clever phrases instead!

4. Pause before you speak.

Silence - the pregnant pause, the white space of conversation - works!

Silence brings the words around it into high relief. It suggests those words matter, making them effective and memorable.

It's hard to resist talking enthusiastically and often, but that makes you appear too eager and too inclined not to listen.

5. Don't use a naked "thank you."

People use the bare, curt "thank you" so often that it becomes a throw away.

Don't let the words "thank you" stand naked and alone. Always make it thank you for something.

For example: Thank you for being such a good client.

This practice will have positive effects. People will listen and appreciate your gratitude.

Bottom line: SINCERITY and INCLUSION are the threshold characteristics of effective relationship building.

Bum Clients are Bad for Business!

You think you need them, but you don't.

Clients who don't return calls, who scream, who nit-pick, who are always late, or who need to instant-message you at all hours are simply way too much work. In fact, keeping them on your business roster may have a domino effect. After all, difficult clients can sap your energy, your morale, and your love for what you do best - practice law.

It's time to get rid of a bad client.

You may think you need the business, but the reality is as soon as you give a nightmare client the hook, you'll probably find twice as much work elsewhere.

Here are 3 ways you can tactfully show a bad client the door.

1. Limit your time.

When it's time to cut the cord, start slowly by limiting the time you have to spend with the difficult client. Set some boundaries. Remind him or her of the terms of your working relationship, and let the client know that you'll be charging more if additional work is required. Or, you can simply let the client know that you are not available to go beyond your original contract. This may ease him or her out the door sooner, rather than later.

2. Give notice.

If the client relies on you for regular work, tell him or her near the end of one contract cycle, so they have time to find a new lawyer. Or give 60 days' notice. Whatever works within the context of your relationship.

3. Be professional.

If a client is really being difficult, it's important not to sink to his or her level. If a conversation gets heated, simply end it. And, if you're worried about what to say to end the working relationship, you could say something like, " I'm sorry to say I won't be able be able to work on your account anymore, as I'm fully booked."

If all else fails, you could also raise your rates. Calmly tell the client that your hourly rate has doubled. Chances are this will have him or her heading to the exits quickly - and on their own.

Related articles:

Create Client Relationships that Last a Lifetime

4 Ways to Manage Client Expectations 

Are You about to Lose a Client? 

Client Complaints about You 

Be Willing to Ask - and Often

It's quite common to be afraid to ask for constructive feedback because, frankly, people are afraid of what they are going to hear. But, the truth is the truth. Aren't you better off knowing the truth than living in the dark? As the saying goes... "You can't fix what you don't know is broken."

Learn to improve your life, your relationships, your work habits, and your PERFORMANCE with feedback!

To do this you must first ACTIVELY solicit feedback from friends, colleagues, clients, even your boss. Ask questions - a lot of questions. Probe for ways you can do things better.

After receiving feedback, accept it and be grateful for it - even if it's something you did not want to hear. You could say something as simple as, "Thank you for taking the time to share that with me." Accepting feedback with open arms will get you a reputation for being open to constructive criticism - and that's a good thing.

Once you've asked for and received feedback, it's time to put what you heard into action. Take whatever steps are necessary to improve the situation, including changing your own behavior and habits.

In his national bestseller, The Success Principles, Jack Canfield says, "Feedback is a gift that helps you be more effective." He cites the work of author, Wendy Stehling, who literally asked her way to success in three months.

Canfield writes,

"...[Stehling], worked in an advertising agency but hated her job. She wanted to start her own agency but didn't have the money to do so. She knew she would need about $100,000, so she began asking, "What's the quickest way to raise $100,000?"

Sell a book, said the feedback.

She decided if she wrote a book that could sell 100,000 copeis in 90 days - and she made $1 per book - she would raise the $100,000 she needed. But what kind of book would 100,000 people want? "Well, what are the best selling books in America?", she asked.

Weight loss books, said the feedback.

"Yes, but how do I distinguish myself as an expert?" she asked.

Ask other women, said the feedback.

In the end, Stehling wrote that weight loss book and released it April 15. By June, she had her money  - all because she asked people what they wanted and she delivered.

Don't be afraid to ask for feedback - ever.

More resources from Top Lawyer Coach:

Build Credibility with Client Testimonials

How to Conduct an Effective Client Interview

Get Business Insight from Your Clients

Stay Positive with Negative Client Feedback

Want to know a secret?

It doesn't matter how many social media friends and followers you have, the key to building real, lifetime client relationships online is to first build them OFFLINE.

Think of it this way: Take what you do every day when you're talking with clients and then BUILD on those relationships using social media tools.

While this process may seem easy at first, it's really not. The experts recommend following this three-step process to get your clients engaged and loyal to you for life.

1. Offer great client experiences.

As a lawyer, it is your job to provide outstanding service so that clients will return and spread the word about their experiences with you.

2. Evolve with e-mail.

Once you’ve successfully established authentic OFFLINE relationships with your clients, foster stronger ties to them through regular, informative e-mail communications. But remember to always ask permission to send these people e-mail communications and steer away from the hard sell.

3. Extend conversations with social media.

Once you’ve succeeded with step two, you can take those relationships to the next level by bringing them into the social media realm. This allows you to have real-time conversations with your clients and extend the dialog with a wider audience. Ideally, that wider audience consists of your clients’ network of friends, family and colleagues.

Final thought: It's not the quantity of your conversations that counts, it's the quality. Offer effective, dynamic, high-value communications (and service!) and your clients will stick with you for life.

More resources from Top Lawyer Coach:

4 Ways to Manage Client Expectations

Are You about to Lose a Client?

How to Sniff Out High-Potential Clients

Successful Rainmakers Nurture their Clients

Bargaining Strategies that will Give You the Upper Hand

When you make an offer to a new client, ALWAYS give yourself plenty of room to negotiate. Your position should be credible and realistic. If you can't meet or justify your demand, don't make it.

Here are five bargaining strategies that will help set the tone for negotiations and, hopefully, make both parties happy.

1. Avoid making the first concession.

If you can, get the potential client to make the first concession - especially on a major issue.

If you must make the first concession, make it on a minor issue.

2. Make small, sporadic concessions.

Winning negotiators control the number of concessions they make. Rather than crack under pressure, their concessions are sporadic, unpredictable, and small in generosity.

3. Request reciprocation.

Never give away a concession without getting one in return. Everything should be considered in exchange for something else - bigger or smaller.

4. Track concessions.

Keep track of what's going on during negotiations - including all offers and concessions that have been put on the table. Look for patterns that give insight into your potential client's priorities.

5. Don't be afraid.

A deal must satisfy your needs as well as the client's. BUT, don't be afraid to negotiate selfishly. State clearly what you want, feel, and think.

There are two other important rules for negotiating: Listen and don't cave into dirty tactics.

When you're under attack, keep your emotions in check. Listen to the prospect - keep him or her talking so you can determine your next move. And, when all else fails, DO NOT resort to dirty tactics to get your way. This will only infuriate the prospect and potentially blow the deal.

Remember: Cooler heads prevail - always.

More resources from Top Lawyer Coach:

Conquer the Art of Closing a Deal

Are You about to Lose a Client?

3 Ways to Keep Clients Coming Back for More

Clients Crave Comfort