23 Secrets That Cement Client Loyalty - ...
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SECRET #14: Whenever possible, answer yes. If a client asks if you can do something for him, try hard to accept. If it isn't within your area of expertise, then you might need to refer out the matter. But if the request somehow falls within your law practice, you enhance loyalty and your client relationship when you say yes.
SECRET #15: Invite clients to call you anytime. Certainly you want to take good care of your clients. And you don't want to give them an excuse to go to another lawyer who might charge more and care less. Don't worry about people taking advantage of you. Usually, clients who call after hours really need help. Make sure your clients know you welcome their calls.
SECRET #16: Don't charge your client more than you estimate. When you offer an estimate, build in a cushion so you can always charge your client less than you quote. The cushion gives you a safety margin in case your estimate is off. If your client changes the terms of the project, then offer a new estimate so you set a new benchmark.
SECRET #17: If the effort required is less than your estimate, charge only for the time you invested. You could always keep the difference, but that's not as good as keeping the client.
SECRET #18: Do the job right the first time. If you don't have time to do it right the first time, when will you find time to do it over?
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