Nurturing enduring client loyalty

• Clients want to be assured that they made the right choice in choosing your firm to help it with its legal problems. Make sure you are doing this by becoming a close and trusted adviser.

With all the pressures clients are under to reduce legal fees, it is easy to forget that clients have a human side and that personal relationships still often count for a lot. Don’t wait until after a matter has concluded to begin to get to know clients. At the beginning or end of every call or meeting, initiate some personal conversation, off the clock of course!

Get to know what motivates them, what is important to them and how they spend their time outside of the office. Find commonalities and mutual interests like where you grew up, university or law school, hobbies like golf, running marathons, sports teams, gardening, the performing or visual arts, favourite travel spots and restaurants and charitable and civic