After you've worked with a client for months, even years, saying goodbye can be either a sad occasion—they've been awesome to work with—or a happy one—you're glad to have them out of your hair for the love of God! Either way, it's vital to your success that you continue to stay in touch with all former clients. Not every week like you used to, but often enough to remind them what a great job you did. You want your name, stellar service, and personal touches to come to mind whenever a friend or family member mentions needing an attorney.
To make the most of every former client, we suggest that attorneys keep in contact by:
- Giving a parting gift. Either during your last appointment or via snail mail, be sure to give the client something to hold on to. This could be an attractive binder with information about their case, what to do if they have further questions, and a request for feedback or an online review. Some attorneys also give out a gift of some kind, which is a great way to thank clients for their business.
- Asking for a little help. If you are comfortable doing so, it's a good idea to tactfully ask for feedback. You can ask for written feedback and/or a video testimonial—the most powerful form of testimonial. Once you know they are willing to give positive feedback, be sure to ask for a review on an online review site.
- Adding them to your newsletter list. You want to keep sending out little "touches" to your former clients. A monthly newsletter is a great touch, as it's something tangible that they can share with a neighbor or friend who may need legal care.
- Continuing reminders. A year or two years after you've helped your client, you need to reach out again. In your letter or email—or both—ask how they are, wish them well, and remind them that, if they ever need any help, you are there for them.
- Calling to check-in. This personal touch is very important. It lets former clients know that you care enough to take the time to see how they are doing and that you value them—not only as a client but also as a friend. The call could be a month after your final meeting or a week; it doesn't really matter as long as you call.
Sound Like a Lot of Work?
It is, but it's worth every minute and every dollar spent. This is because getting referrals in this way is much cheaper than getting clients any other way. Also, the clients who are referred from a friend or family member are often easier to work with. They have asked questions of your client and have the sense that they know you and can trust you immediately. After all, it's almost as if you already have a relationship; you're their sister's lawyer!
For more tips on making the most of every interaction with clients, from the first phone call to the final meeting, call 888-886-0939. We would love to help you create intake and outtake processes that convert.