Happier clients are easier and more pleasant to work with. And as a bonus, they often go out and rave about how great your firm is, which brings you more high-quality business.
There are a couple of ways to make clients happy. First, by delivering awesome service. The better the work you do for clients and the better the results you help them achieve, the happier they will be. But there’s another underrated way to increase client happiness: systematically establishing and managing their expectations.
Why is this important? Happiness sits in the gap between reality and expectations. Reality is the service and results clients are receiving. Expectations are what they expect from you, your firm, and the overall process. The better you and your staff are at setting and managing expectations, the smaller the gap between reality and expectations, and the happier your clients will be.
You learn why this principle is important in a service business, which areas and issues to focus on, which tools you can use to keep clients happy, and how you can make this a regular and ongoing part of your service process.
MCLE webcasts are delivered completely online, underscoring their convenience and appeal. There are no published print materials. All written materials are available electronically only. They are posted 24 hours prior to the program and can be accessed, downloaded, or printed from your computer.