Camille Stell

Stell: 52 Ways to Wow a Client

Providing great client service is among the best ways to avoid bar grievances and malpractice claims. Impressing your client with your legal skills, your business savvy and high emotional intelligence is also guaranteed to encourage referrals, which is the best way to build your law practice. Here are 52 tips to wow your clients.

  1. Return phone calls
  2. Ask questions
  3. Under-promise and over-deliver
  4. Anticipate future needs
  5. Help clients maneuver the system
  6. Be sensitive to client needs
  7. Be aware of the time you are charging clients
  8. Be empathetic
  9. Be transparent in communications
  10. Make technology your friend
  11. Be efficient
  12. Be transparent in pricing
  13. Ask for feedback
  14. Create and share content with your client
  15. Offer educational programs to your client
  16. Be available
  17. Advocate for your client
  18. Treat your client with respect
  19. Treat your staff with respect
  20. Be a team player
  21. Check your ego at the door
  22. Be honest
  23. Be authentic
  24. Get personal
  25. Listen to your gut
  26. Apologize if something goes wrong
  27. Choose clients you like
  28. Fire clients when necessary
  29. Be a life-long learner
  30. Cultivate a team approach
  31. Refresh your office space
  32. Put fresh flowers in the reception area
  33. Freshen your bathrooms and offer amenities like mouthwash, mints, lotion
  34. Provide parking or directions for parking
  35. Become an expert
  36. Become a NC State Bar Specialist
  37. Develop leadership skills
  38. Develop a niche
  39. Invest in your community
  40. Invest in a charity
  41. Invest in pro bono work – visit ncprobono.net
  42. Update your client intake process
  43. Use effective client engagement letters – visit lawyersmutualnc.com
  44. Encourage referrals from your clients
  45. Survey your clients
  46. Take time off
  47. Fill your office with positive, energetic, inspirational people
  48. Develop a Board of Advisors, trusted friends and colleagues to guide you and your practice
  49. Focus on one client at a time
  50. Network and develop business in an authentic manner
  51. Earn your client’s trust
  52. Build an awesome website

Good luck as you work hard cultivating exceptional client relationships.

Camille Stell is the Vice President of Client Services for Lawyers Mutual. Continue this conversation by contacting Camille at camille@lawyersmutualnc.com or 800.662.8843.

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