When surveying clients, a law firm should ask questions about the quality of service being provided; determine what other business opportunities might be available to the firm and seek suggestions on how the law firm can improve, said Tom Clay, a consultant with Altman, Weil Pensa, in Newtown Square, Pa.
Most lawyers get the vast majority of their new business from existing and past clients. These clients can be a source of new business both by sending new matters and by sending referrals.
It's amazing how little time many law firms and businesses spend thinking about their holiday cards and gifts. And it's amazing how such a little thing can work so strongly for or against a law firm when a client must decide whether to renew its retainer.
Clients call lawyers when they have a problem. Business questions, a death in the family, a divorce, an accident, a bankruptcy -- all are potential stress producers, and the last thing clients want is more stress or irritation because of their dealings with their attorneys. Lawyers need to find ways to eliminate the unnecessary irritants that really send clients up a wall.