October 13, 2014
We noted in the previous post on competency why you need to resist the temptation to be all things to all people. Another element of keeping customers happy is communication. By the time clients reach your firm, they’re nervous. Maybe they’re in a jam and need help (they’ve been sued); or they see the writing on the wall and want to forestall a crisis (their marriage is on the rocks); or they’re taking a big step out of their comfort zone (they’re starting a new business with other partners). It’s also possible that your legal fees were not an anticipated part of their normal budgeting process (assuming they had one). Ethics and malpractice prevention courses emphasize the importance of good communication. Clients want to be reassured that their matter will not languish or be forgotten. It doesn’t take much – just be accessible and responsive. You can’t necessarily answer every telephone call or email immediately, but you can set a policy for yourself of responding within 1-2 business days. Or, if you’re out of the…
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I know first-hand that running a knowledge-based service business has unique challenges. It’s so much easier when you have an advocate in your corner. Over the past 25 years, I’ve worked with thousands of New York business professionals who want a legal advisor to guide and support them as they navigate the business world.
With wide-ranging experience as a business attorney, strategist, and media authority, I bring the added power of a business lens to the legal issues my clients are facing.
And because I’ve been a business owner myself, I’ve lived through the soaring highs and devastating lows – like when my first law firm failed. So I understand what’s involved to serve great clients, detect business risks early and build a true legacy.
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