Ten Rules Of Client Service by Matthew Homann

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Serve your clients better when you follow these Ten Rules of Client Service.

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  • Ten Rules Of Client Service by Matthew Homann

    1. 1. 10 RULES of CLIENT SERVICE by Matthew Homann the [non]billable hour © Matthew Homann 2009 All Rights Reserved
    2. 2. Just because clients don’t expect 1 great service from lawyers doesn’t excuse you from providing it. © Matthew Homann 2009 All Rights Reserved
    3. 3. Don’t assume you’re great at service because your current clients don’t 2 leave. Many remain your clients because they fear their new lawyer will treat them just like you do. © Matthew Homann 2009 All Rights Reserved
    4. 4. It costs less to delight a client than it does to frustrate them. You pay 3 to delight them once, but you pay for frustrating them forever. © Matthew Homann 2009 All Rights Reserved
    5. 5. It is also far cheaper to compete on service than it is on price, because 4 there will always be someone far cheaper. © Matthew Homann 2009 All Rights Reserved
    6. 6. People tell others about service they receive, not competence they 5 expect. Ever heard someone brag about how clean their dry cleaners get their clothes? © Matthew Homann 2009 All Rights Reserved
    7. 7. The time clients care about isn’t yours, it’s theirs. Build your practice 6 to save them time and they’ll be less reluctant to pay you for yours. © Matthew Homann 2009 All Rights Reserved
    8. 8. Though you might be measured against your peers in a courtroom, when it comes to service, you’re 7 measured against everyone. If your clients named the top ten places they get great service, would your business make the list? It should. © Matthew Homann 2009 All Rights Reserved
    9. 9. Eighty percent of your time should be spent on satisfying your clients’ 8 expectations and twenty percent should be spent on exceeding them. © Matthew Homann 2009 All Rights Reserved
    10. 10. You can’t measure how you’re doing when you only ask how 9 you’ve done. Improving client service begins with learning how to serve your current clients better. © Matthew Homann 2009 All Rights Reserved
    11. 11. If your clients can go months without hearing from you, they can go forever without recommending you. 10 To lawyers, indifference and incompetence are two different things. To clients, they are one in the same. © Matthew Homann 2009 All Rights Reserved
    12. 12. Matthew Homann is the founder of LexThink and the author of the [non]billable hour blog. He helps lawyers and law firms find innovative ways to serve clients better and make more money. You can reach him at Matt @ LexThink.com or follow him on Twitter @MattHomann. © Matthew Homann 2009 All Rights Reserved

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