Listen up! (originally published in the CITMA Review)
20 Feb 2019
Douglas McPherson suggests extending your practice by lending an ear ...
By far the easiest route to practice growth is through your existing client base.
If you can manage these relationships effectively, you’ll generate new work – whether in the form of more work from the clients themselves or from the referrals they generate. The question is: how do you make sure your client relationships are generating those all-important opportunities? The key to unlocking the potential in your client relationships (increased retention, cross- and up-selling opportunities and referrals) is to listen. Unless you’re listening to your clients, how do you know what they consider the best possible level of service to be, or which of the extras you offer actually constitute genuine added value?
Far too many attorneys only find out a client is dissatisfied when it walks. Taking the time to listen to clients will uncover any unhappiness and put it right before they take the ultimate step.
This article was first published in the February 2019 issue of CITMA Review, the journal of the Chartered Institute of Trade Mark Attorneys (CITMA). For more information on CITMA, please visit citma.org.uk or to read the rest of this article please click here.