10 Best Kept Secrets of Law Firm Clients

1.         Clients always find a way to hire the outside lawyers they want when they want to.

2.         Clients pride themselves on hiring smart lawyers, not cheap lawyers.

3.         Clients always have expectations about when they will hear from you, and about other service features, but they rarely tell you ahead of time, unless specifically asked.

4.         Clients always have a budget — at least in their mind.

5.         Clients will always give you hints or suggestions on how to be successful with their case/work but will rarely announce when they’re offering this advice.

6.        Clients never want to hear, “You cannot do X.” Instead, they want to hear how they can do it legally and what options they have to get X done/accomplished.

7.          Clients never fire their lawyers or law firms; they just stop giving them work.

8.         “ Your rates are too high” is code for “I want to give the work to another lawyer/firm.”

9.         Nothing is more powerful than saying “I’m sorry” when oversights and/or mistakes are made.

10.       Invoices are a terrible way to communicate progress and strategy.

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Top Habits of the World’s Best Lawyer Rainmakers

MIND-SET & THINKING 

1.  Embrace the discipline needed to be successful and the power of habits.

2.  Have an authentic willingness to invest in yourself and others.

3. Be very aware of your personal style and preferences and how they can add to or detract from relationships and communications and adjust accordingly. 

4.  Behave in a professional respectful and kind manner to all people you encounter - both internally and externally.

ORGANIZATION & ROUTINE 

1.  Have and use a strategic list.

2.  Include and/or dovetail your client outreaches and communications into your weekly planning time and to-do list.

3.  Use never-ending, weekly, recurring Outlook auto-reminders to remind you to follow-up and stay in touch.

4.  Plan outreaches and communications from the client/contact’s perspective – internally and externally.

5.  When travelling or going out-of-office, double and triple down.

6.  Use and train your assistant to implement a one-hour or less response time for all calls, emails and other inquires. 

LEVERAGE – SUPPORT AND ASSISTANCE

1.  Have a system and method in place for every person you meet, everyone on each case/matter, and every business card obtained. I.e. create an Outlook contact, connect on LinkedIn, add to relevant firm mailing lists/CRM system, etc.

2.  Create an internal support team and use for marketing support, communications, research, briefing, getting updates, follow-up, etc.

3.  Use technology to stay abreast of clients, industries, new developments, etc.

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What Doesn’t Work to Develop Business for Lawyers

1.        Using a scattered, “when I have time” approach to business development; engaging in random acts of lunch; and mistaking activity for productivity.

2.        Waiting for the phone to ring in the hope that new work will simply come to you.

3.        Speaking, blogging, and attending conferences and assuming that this is enough to attract new work.

4.        Doing any of the following when communicating: not being present (i.e., being absorbed in your mobile device); assuming you already have full knowledge of the situation/case/matter; not showing any interest or concern; not asking questions; focusing/constantly refocusing on your mobile device; being distracted or uninterested; giving less than full attention; and appearing aloof, judgmental, dismissive, condescending, superior, arrogant, self-consumed, curt, short, or rude.

5.        Not having a meaningful, usable, trackable business development plan, list/pipeline, or accompanying habit/routine in place.

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