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

Top Signals that Show a Client is Ready to Buy

There's no doubt about it... selling takes skill. But, closing a deal takes even greater skill - and patience. Top rainmakers will tell you that they look and listen for VERBAL and NONVERBAL SIGNALS that a client is ready to buy. Once lawyers catch these signals, they move in to close.

The two most common buying signals are:

1. Positive body language.

The client may move from a negative to a positive body posture and begin nodding and smiling in agreement.

2. Statements or questions that indicate the customer is ready to make a deal.

The client's talk may include specific details about your service, or cost.

If you're getting these signals from a client, but are still uncertain about whether it's time to close - you can ask him or her straight out. Say something like, "We seem to be close to an agreement. Do you have any questions?" If the client replies "no," follow through with the close.

Once the close is underway, be sure focus on TWO or THREE benefits that will provide the most value to the client. Propose the commitment, spelling out exactly what you want the client to commit to.

Of course, knowing how to close is one thing, negotiating a hard line buyer is another. Stay tuned for some valuable bargaining strategies in the next post.

More resources from Top Lawyer Coach:

4 Ways to Manage Client Expectations

Good Lawyers Ask Questions

Clients Ignore Those Naked Thank You's

5 Ways to Build Business Rapport with People

Managing client expectations may seem like a tall order for many lawyers, but there are many simple strategies that almost appear to be a matter of common sense.

Since attorneys play a large role in setting client expectations, it's important for them to feel like those expectations were met - or even exceeded. To do this, clients have to be constantly managed so that they are not set up for disappointment down the road.

Here are some strategies, presented by behavioral scientists Richard B. Chase and Sriram Dasu, to help you keep clients happy and loyal.

1. Finish strong.

The end of a service encounter is critically important. Why? Because it stays with clients; it's what they remember most when they recall working with you.

While first impressions count, last impressions endure - so, try to go out with a bang.

2. Don't delay bad news.

No client wants to receive bad news, and no lawyer wants to deliver it. Yet, waiting until the last possible second to pass on bad news is the worst thing you can do. Get it out of the way as soon as possible. You don't want the bad news to dominate the client's recollection of you.

3. Offer choices.

Clients are much happier and satisfied when they believe they have some control over a process. That said, give clients choices especially when it comes to choosing between undesirable alternatives.

4. Stick to consistency.

Consistency and rituals provide comfort during legal service encounters. They are used to mark key moments in a relationship, establish credentials, and create a feeling of inclusion. Common rituals include kickoff dinners, weekly summary calls, and progress reports.

Small lapses in rituals - like a forgotten summary call - can easily shift a client's impression from success to failure.

More resources from Top Lawyer Coach:

Are You about to Lose a Client?

Common Legal Marketing Mistakes that Could Cost You a Client

3 Steps to Keep Clients Coming Back for More

Stay Positive with Negative Client Feedback

How often have you walked away from a conference or networking event with dozens of business cards, only to shove them away in your desk drawer? Did you even stop to look at the cards? If not, you could be missing a golden opportunity for BUSINESS DEVELOPMENT.

Business cards not only offer bits of information about a person, they also:

• Can mark the beginning of a new business relationship; one that brings you a new client and fees!
• Can be an addition to your network of referral sources.

So, if you shouldn't throw it away, what should you do with a business card?

First, take a moment to READ IT. Take note of the person's title. Is it clever or unusual in any way? Check if it lists the person's cell phone number; you may need it one day. Make sure it also has the person's Website and e-mail address.

Be sure to turn the card over and write the date of your encounter with that person. Also, write where you were and what you talked about. Make sure to note any follow-up promises you made.

Second, STORE THE INFORMATION that is on the card. Either you or your assistant should enter the business card information into a database, or something similar to Outlook Contacts. Be sure that whatever is written on the back of the card is added to the database as well.

Storing business card information into a program like Outlook Contacts will allow you to easily search and find contacts when you're in a pinch. This will become especially important as your contact list grows and you have thousands of entries.

Whatever you do, DO NOT RELY ON MEMORY to store this information.

Third, NURTURE THE RELATIONSHIP. You have the data, now it's time to develop a relationship.

As you talk to the person, find and record:

• Names of family members and the ages of their children.
• Interests.
• Job changes or new degrees earned.
• Business challenges. Make note of personal career setbacks, tough competitors, new products or services. Knowing this information helps you demonstrate that you understand the other person's needs.

Finally, LINK UP with your new contact on LinkedIn. This is particularly important when you meet journalists and potential clients.  LinkedIn is free! It takes only seconds! And, it shows that you're a little tech-savvy.

The next time you're handed a business card - don't bury it in your desk. Seize the golden opportunity to build business and a new relationship. Remember: Whom you know is sometimes more important that what you know.

More resources from Top Lawyer Coach:

How to Sniff Out High-Potential Clients

What is the Dollar Value of that New Client?

Words that Make or Break a Client Relationship

Successful Rainmakers Nurture their Clients

5 Time Tested Ways to Reach Out to Clients After a Long Hiatus

Reaching out to someone whom you haven't spoken to in a while can be a little uncomfortable. Many people are simply afraid their clients will think they are only after work when being contacted after a long hiatus.

Examine your motives before you make the call - especially if you haven't talked to the person in more than a year. If you are genuinely curious about how your client is doing - then go ahead, reach out and reconnect! If you offer no ulterior motive for business, then chances are your client will be flattered!

Of course, picking up the phone is one thing. Thinking about how you will start the conversation is a whole other issue. Conversation starters, particularly in these situations, can be huge sources of anxiety for lawyers. But remember, the goal is simple: Arrange a meeting. Ultimately, you'll want to suggest a face-to-face meeting to reconnect.

If you're looking for ways to reconnect after a long period of time, Mark Maraia - author of Rainmaking Made Simple - offers the following time tested ideas.

1. Begin with a phone call.

Don't e-mail. Don't text. Pick up the phone!

You can begin the conversation by saying, "I was thinking about you and wondered how you were doing." Then, listen and let your friend respond. Nearly everyone who receives a call like this will be flattered. Make it a goal in the new year to make THREE CALLS like this each week. Think of the networker you'd be!

2. Add value during your conversation.

Look for articles on the company your client works for and then call. Or, send the article ahead of time and call.

Another variation: Search the Internet for information on your client's company, then pick up for the phone after finding something interesting. You're looking for a comfortable - interesting - way to begin the phone call.

3. Call before the next conference you are both likely to attend.

Suggest that you meet for breakfast or dinner while at the conference. Even if he or she isn't going, it will give you the perfect excuse to reconnect over the phone.

4. Pop in for a visit.

Some successful rainmakers swear by seeing their long-lost clients in-person. Instead of picking up the phone, schedule a tour of your client's operation, or visit his office as often as you can.

5. Invite a client to your upcoming talk.

This is a perfect pretext for calling a dormant client. Not only can you invite them to your talk, but you can ask for their ideas on what they'd most like to hear on the topic.

If you're thinking about calling someone you haven't spoken with in a long time - PICK UP THE PHONE NOW! Don't hesitate. The longer you wait, the harder it will be to reconnect.

More resources from Top Lawyer Coach:

Are You about to Lose a Client?

How to Avoid Disaster with Clients

Common Mistakes that Could Cost You a Client

3 Steps to Keep Clients Coming Back for More