How To Build A Rapport With Your Clients
When it comes to building lasting attorney-client relationships, establishing some kind of rapport is essential. This allows you to work together toward a shared goal and can drastically reduce the amount you spend on client attrition. After all, studies have found that “obtaining a new customer can cost upwards of five times more than retaining a current client.”
With that in mind, here are some useful tips for building a rapport with your clients.
Start Strong.
According to a recent report, 47% of law firms fall short of making a positive first impression – which could mean that you struggle to build a client base to begin with, let alone forge lasting relationships with them. However, this can be remedied by working to optimize your client intake process.
For example, during the initial consultation call or meeting, you should concentrate on getting to know the client. Asking them plenty of questions shows that you are invested in their case and situation and will allow you to showcase your expertise in this area.
Practice active listening.
Practicing active listening skills is one of the easiest ways to strengthen your relationship with your clients by establishing a sense of trust. Clients feel that not only are they being listened to but also heard, which means they are much more likely to put their trust in you moving forward.
Developing your active listening skills will also help with retention, as you’re able to better “recognize signs of dissatisfaction, churn or attrition before they escalate.” This means that you are still in a position to do something about it, therefore retaining their custom.
Manage expectations from the outset.
Managing expectations relating to communication strategies is crucial when it comes to establishing a rapport with your clients. This means they’ll know when to expect to hear from you and will not feel as though they are being neglected or ignored. Generally speaking, you should agree to speak to your client each time there is a significant update in their case. However, you should make it clear that they can reach out should they have any questions before then.
Tailor communication style to match each client.
Different clients will have different communication styles, and you should be able to tailor your own communications in response to this. For example, some clients would prefer for you to take a more direct approach by clearly laying out the facts, whereas others would like you to take more time when giving an explanation. The better you get at matching their communication style, whether you’re interacting in person, over the phone, or through email, the easier it will be to build a rapport with clients.
Practice empathy.
Practicing empathy is also key when it comes to establishing a rapport with your clients. This, again, is because it ensures that your relationship is built upon a foundation of trust and mutual respect. While you may have worked on similar cases beforehand, meaning the work feels like second nature to you, remember that the same cannot be said for your client. They are likely highly stressed and anxious, and being empathic towards this can make a real difference.
Final Thought.
In short, there are many ways in which you can work to build a stronger rapport with your clients. This, in turn, will take your business to new heights!
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