How to get more referrals and keep your clients for longer.


Doesn’t matter what you buy a surly shop assistant will make the buying experience an unhappy one.

Even if your lawyer gets the result you want you won’t feel good about the deal if they constantly failed to return your calls.

The electrician may have fixed the problem but you’re unhappy because he left a mess behind him.

Your accountant did your books OK but she never smiled once during the whole time you were with her.

We can get good products and services anywhere these days but the thing that keeps us coming back for more and compels us to tell our friends they should do the same is based largely upon how the experience made us feel.

Just delivering the required result isn’t enough any more – the experience has to be fulfilling too.

How fulfilled do you leave your clients when you’ve done with them I wonder?

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Passionate about making business development a profession not just a job. Built and sold a £40m group in less than 9 years. Doing it all again and loving it!

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Posted in Customer Service, Differentiation, New Business, Uncategorized
2 comments on “How to get more referrals and keep your clients for longer.
  1. Differentiation and service is so important in the changing legal market, you are right Mike. Providing legal advice is a generic, the key is why the customer should choose a particular firm or lawyer.

    Word of mouth referrals takes time and effort and lawyers can be over-focused on short term fee earning, rather than innovation to create enhanced customer satisfaction, or building relationships.

    Many lawyers and law firms don’t yet see the significance of this, which is worrying. Our article on personal branding gives some insights and tips on this topic.

    http://www.energiselegal.com/published/articles/?did=9

    What is your view?

    • Mike Ames says:

      I agree Rachel. The is the law but how you deliver it is entirely up to you and whilst word of mouth can take time the exceptional tends to get passed on much quicker. Thanks for your contribution.

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Mike Ames

Passionate about making business development a profession not just a job. Built and sold a £40m group in less than 9 years. Doing it all again and loving it!

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