first point of contact – the Holy Grail of client acquisition

Posted by | Filed under clients, innovation, sales, service | Jun 30, 2010 | Tags: , , , | No Comments

There is much debate about how to provide exceptional levels of service to clients, to retain them, and hopefully get them to recommend a friend.

This is all well and good, but the focus these days has to be on how to get clients through the door in the first place.  I’m afraid to say that the more sales-savvy organisations out there (claims managers, lead generators etc), whether we like them or not, are enticing even your most loyal client base away.  Its a constant risk, and one that is ever increasing.

“How can we compete” comes the cry.  Well there are plenty of things which can be done.  The first is to decide strategically whether you want to. There are many law firms who are quite happy to receive all of their work from third party referrers.  There are others who are not.  For all of you in the latter group, there are plenty of effective tools at your disposal still; but the key to success is to be first point of contact when a client has a legal issue which needs resolution.  If you can position yourself here, then the rest becomes much easier.  Innovation is also the key – no more glossy brochures, they are a costly irrelevance.  Direct your spend more effectively.

Speak to us about techniques you can implement in your practice tomorrow to start to make the difference.

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