23 Secrets That Cement Client Loyalty - Correct mistakes immediately...
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SECRET #19: Correct mistakes immediately. Everyone makes mistakes. The step that builds loyalty is how quickly and completely you correct the mistake. Apologize -- then do whatever it takes to make it right.
SECRET #20: Invite complaints, feedback and suggestions about how you can better serve your clients. Many clients won't complain -- or even comment -- often for fear of starting an argument or making you feel bad. Instead, they quietly fold their tent and hire another lawyer -- and you never hear from them again.
SECRET #21: Cut clients some slack. Everyone has a bad day. Evaluate your client based on the length of your relationship, not his actions on a particular day. If a client embarrasses himself in your presence, overlook it. Then go out of your way to make your client feel comfortable, knowing that he might hesitate to contact you.
SECRET #22: Treat every client as if he's the most important person in the world. Many lawyers treat clients like cases or files, but they're not. Clients are people who deserve your attention and respect. The sooner you learn how to treat clients, the sooner you develop their loyalty.
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