Landing new clients is always great as it means increasing your business’s customer base.
But if you want to build your bottom line, you will need to focus on your existing clients. This means building a lasting relationship with those clients. Failing to build a more long-term relationship with your clients simply opens the doors for the competition.
Have you been facing a high client turnover and have been wondering how to retain your existing client and increase instructions, then you are in luck. In this blawg post, we look at some of the best strategies to help you sell more to your existing customers.
First Impressions last
You might think clients interact more with your legal team than with front-line staff. This couldn’t be further from the truth!
It is your front-line staff that could make or break that first impression. This first impression can mean the difference between a new client becoming a regular client.
Therefore, your front-line staff need to be well versed in customer service protocol. A client who is well received and gets quality service is likely to come again.
I’ll get back to you…
Clients will often call when they have queries or when facing problems. Many businesses will take their time to respond to these queries.
But what happens next?
Clients begin to feel like their needs are not important to the business and consequently choose a competitor. At this point, it would be extremely hard to win that client back.
So, here’s what you should do.
Ensure your firm has a point of contact ready to cater to the problems of the client immediately. They should also be easy to access through effective means such as phone calls or live chat.
By quickly solving a client’s problems, they will stick around and use you again.
Getting a client through the door is not the end of your communication. Always do follow-ups to find out how your legal services are working for them. The key to continued instructions is communication.
You must be proactive. This means anticipating client needs and identifying potential issues before they even arise.
Before a competitor can even think about wowing your clients with new ideas and solutions, you are already ahead of the curve.
Being proactive also shows clients that you care about their needs and well-being and that you keep them in mind.
They feel valued and are therefore more likely to send new instructions your way.
What are your competitors doing?
Now I know what you are thinking: what does competitor research have to do with selling more to existing clients?
Well, by learning what moves your competitors are making, you are better able to counter them and develop defensive strategies.
This ensures that the competition doesn’t provide your clients with new solutions or ideas that would cause them to move over to them.
Ultimately you are protecting your client base from your competitors and ensuring you continue to sell to them.
Contrary to what many people think, it is your regular clients and not new clients who will buy most of your services. Therefore, it’s crucial to develop great client relationships to ensure they stay on board.
These strategies will help you maintain your client base and secure new instructions.