Client Management. A term relevant to any service based platform, and an ever prevalent topic in the legal industry for driving practice growth. But it’s often hard to prioritise when the sheer workload is calling and deadlines are approaching.
The truth is, if you break it down, it’s actually easier to address that you might think. You’ll find a lot of key elements you are already doing organically, and with a little bit more deliberate effort consciously channelled into this space, you can increase your attention to your clients largely in your business-as-usual activities.
Here we have combined insights from our own years of experience developing strong relationships with clients across a variety of professional services sectors, along with common insights we have gleamed in speaking with top law Partners about how they grow their practices through effective client management techniques.
“There is a common theme to most of these tips – open the communication channels, and naturally, you will be practicing strong client management skills.” Amy Smith, Business Manager, McManus Partners.
Ask Questions
Each and every meeting. Focus on asking a few additional questions about your client’s business in general. Not just targeted at the legal matter at hand. Discovery = opportunity. Opportunity to offer elevated advice and provide solutions to issues your client may not even realise are there. They will thank you for it and feel your genuine interest in their business.
Offer Alternative Perspectives
We all have a tendency to take the route of least resistance sometimes. The allure of it being quicker, easier, less potential conflict. But sometimes this option can result in missed opportunities. Critical thinking and constructive discussion can bring about outcomes that were hiding from us initially. From a client’s perspective, if you care enough to challenge their status quo in order to get the best outcome for them, then it would be hard not to appreciate this. Show commercial solutions to elevate their business, not just black letter legal work.
Be an Advocate for Their Goals
When you’re engaging in more general discussions with your clients, you will end up discussing all elements of their business and the objectives they are trying to achieve. This will present an opportunity for you to engage on other potential matters that will benefit their business. Avoid getting sucked into the grind only, look up, and see what else is on the horizon when considering their broader business goals.
Schedule Regular Catch Up’s
Regular touch points should not be underestimated. It’s something we’ve probably all heard before, and we are likely doing it with our teams to stay in tune with what they need from us. So why do we sometimes forget to extend the same amount of care to our clients? We are a team after all, and proactive care and support is critical to developing a strong team culture and working relationship.
Show Your Personality
The world of law can channel your thinking to be hyper focused on solving issues, strategy, details, technical and commercial thinking at the forefront. Don’t forget your clients are human too. They have a life outside of work, hobbies, things that make them happy to do on a weekend – just like you. A professional relationship can really benefit from a grounding on a personal level. Share some of yourself with your client, you’ll find they reciprocate, and this goes a long way to forming a stronger level of understanding, which breaks down walls and can be a benefit when there are more difficult conversations to be had. Enjoy your relationships.
Set and Communicate Expectations
Think about how powerful it is when you know where you stand with someone providing a service to you. Like what time to expect a tradesman to turn up (versus staying in for an 8 hour window waiting, annoying!!). If your clients know where they stand in terms of expectations such as delivery time frames and cost, it shows them you are managing their needs with a calculated approach, and as someone they can rely on. You already have it all mapped out in your mind, just make a point of telling your clients.
Recognise Your Client Interaction Style
Some of us are extroverted and can easily talk the hour away on small talk repour building topics, others of us are introverted and it can be a harder task. You don’t have to fit into a box that isn’t natural to you (remember un-authenticity will also show). Take these tips and figure out how you can structure your approach in line with a style that’s comfortable for you. This may mean consciously preparing opening questions of a meeting on the softer topics, so you are not put on the spot.
If found this helpful and think a more in depth conversation around deepening your client management and relationship building skills and formulating a strategy to address this, will be of benefit, we would be happy to provide guidance on this. Please get in contact
