Sunday, June 26, 2011

Anticipating Client Needs Reaps Loyalty

I continuously encourage my staff to anticipate client needs whenever possible. Anticipating needs (and meeting needs before the client expresses them) sends the message we care about them as individuals. When clients know we care they become fiercely loyal to our firm.

Anticipating needs is achieved by simply paying attention and knowing the people we're serving. It's achieved by training each person in the firm to recognize the need for personalized service. Hiring support staff and other criminal defense lawyers based on a few key client-friendly traits such as warmth, empathy, teamwork, and optimism.

We work to align our systems to center on what clients really want from us. We endeavor to never treat anyone the same. Our great service requires custom fitting every day as we work with the special people who've trusted their future with us.

So, if you want to glue clients to your firm, learn to anticipate what they need and provide it before they ask. Thanks, Micah Solomon, for the many insightful tips into developing client loyalty.


micah solomon said...

Many thanks for your kind commentary on and usage of my writings on legal client loyalty. I really appreciate it.
For a link to longer pieces click here and select the "legal" link:

Micah Solomon

PS love your blog

Stephen Gustitis said...

Of course, Micah. Credit should be given where credit is due. Thank you for your insight. And thanks for your ps.