10. Why Satisfied Customers Defect, Harvard Business Journal
“Completely satisfied clients believe their
outside firm excels in understanding personal
preferences, values, needs or problems. To
figure this out, a firm must excel at listening
to clients and interpreting what they are
saying.”
11. Skills for Client and Prospect Meetings
The art of questioning -
Active Listening
In-depth research
Consider AFA’s, RFP’s and pitches,
technology, Future Trends 2030
Be a “Lawsultant”
12. Take notes.
Ask open-ended questions.
Paraphrase - clarify.
Sit forward, nod, make eye contact.
Don’t interrupt.
Active Listening
13. Reflect back
use “active listening”
written follow-up
“What additional information do you
need for us to be considered?”
Communication
14. Who Are The Best?
Available and responsive.
Speak “plain speak,” not jargon.
Know client’s business.
Superbly prepared.
Good “idea person”
Have quick reflexes.
Clients feel they’re #1.
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15. Moments of Truth
“Recovery from a service blunder or problem,
from the clients perspective, is the most
important way to enhance the client
relationship.”*
*“Why Satisfied Clients Defect”, William Sasser,
The Harvard Business Review.
16. Merry Neitlich, Managing Partner
2222 Martin St., Ste. 255
Irvine, CA 92612
949-260-0936
www.extrememarketing.org
