In any business, the best source for new clients is referrals from your existing clients. The big questions is: How can your law firm nurture your existing client relationships and increase referrals? The answer, active listening.
In a recent blog, national law firm marketing expert Stephen Fairley of The Rainmaker Institute shared that by actively listening to clients and “delivering what they want makes for more referrals and better client retention.” Here are his important tips to practice active listening:
- Open Feedback: “Always offer clients a way to provide feedback, through your website, an online survey and in your e-newsletter campaign.”
- Transactional Feedback: “Keep your finger on the pulse of how satisfied they’re with how your firm is treating them, and you’ll have a satisfied client who is more likely to refer you to others.”
- Social Media Interaction: “Monitor your social media channels to see what people are saying about you.”
- Client Satisfaction Surveys: “Using formal client satisfaction surveys gauges client experiences with your firm.”
(Read the full article, “How to Identify Your Best Referral Sources”)
Take some time to review these tips and start practicing active listening with your clients. As Mr. Fairley states, “If you take the time to really know your clients and their problems, you greatly increase your chances for repeat business.”
Vice President
Photo Credit : Ivelin Radkov