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Nurturing enduring client loyalty

30 July 2021 / Susan Saltonstall Duncan
Issue: 7943 / Categories: Features , Profession
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Susan Saltonstall Duncan shares advice on how to make your clients feel valued
  • 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

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MOVERS & SHAKERS

Birketts—trainee cohort

Birketts—trainee cohort

Firm welcomes new cohort of 29 trainee solicitors for 2025

Keoghs—four appointments

Keoghs—four appointments

Four partner hires expand legal expertise in Scotland and Northern Ireland

Brabners—Ben Lamb

Brabners—Ben Lamb

Real estate team in Yorkshire welcomes new partner

NEWS
Robert Taylor of 360 Law Services warns in this week's NLJ that adoption of artificial intelligence (AI) risks entrenching disadvantage for SME law firms, unless tools are tailored to their needs
From oligarchs to cosmetic clinics, strategic lawsuits against public participation (SLAPPs) target journalists, activists and ordinary citizens with intimidating legal tactics. Writing in NLJ this week, Sadie Whittam of Lancaster University explores the weaponisation of litigation to silence critics
Delays and dysfunction continue to mount in the county court, as revealed in a scathing Justice Committee report and under discussion this week by NLJ columnist Professor Dominic Regan of City Law School. Bulk claims—especially from private parking firms—are overwhelming the system, with 8,000 cases filed weekly
Writing in NLJ this week, Thomas Rothwell and Kavish Shah of Falcon Chambers unpack the surprise inclusion of a ban on upwards-only rent reviews in the English Devolution and Community Empowerment Bill
Charles Pigott of Mills & Reeve charts the turbulent progress of the Employment Rights Bill through the House of Lords, in this week's NLJ
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