Stop Losing Clients
Stop Losing Clients: Nobody likes losing prospective clients to competitors (so stop losing clients), but fact is we all do sometimes. When client loss occurs, it’s vital to the well being and the growth of your business to learn why and also implement steps which will help you win over the prospective clients next time around.
How To Stop Losing Clients
You basically do lots of work trying to get prospective clients to contact your office and that work can all be wasted if you happen to drop the ball whenever the prospect calls. Here are 10 ways lawyers/attorneys lose the prospective clients;
So what do we do to stop losing clients?
1. A prospective client calls your office and your receptionist answers, “Hold please,” then 3 minutes later, he hangs up. He is discouraged but isn’t ready to totally give up on you. He calls back and the receptionist answers, “Hold please.” That is it. He’s gone and isn’t coming back.
2. A prospective client calls and your receptionist talks to him about scheduling the appointment to come over and meet you. Your receptionist is in a rush, and it happens to seem like impatience. Your receptionist is not really listening. The prospective client schedules the appointment but doesn’t show up.
3. Your receptionist talks to the prospective client but puts him on hold 3 times in order to answer some other calls. Eventually, the receptionist hangs up while the prospective client is on hold, and after that, he’s never to be heard from again.
4. Your receptionist hands the prospective client’s call off to a paralegal. Unfortunately, the pleading needs to be filed with court that same day, and that paralegal is in a rush. Instead of giving that call her full attention, she multitasks her way through that call. The prospective client now has to explain his case twice. How did she miss the explanation the 1st time, he wonders? Is it actually possible that she does not even care? He too happens not to show for his appointment.
5. A prospective client calls, and your voicemail system takes the message. Nobody returns the call.
6. A prospective client calls and your voicemail system takes the message. The call gets returned 6 hours later. Way too late: the prospect booked another appointment with the lawyer who was next on his list.
7. A prospective client calls and happens to get you while you are on the line. You are tired and quite irritable. The prospective client needs somebody who cares, and it is pretty clear to him that you do not. He is gone.
8. A prospective client calls and you take the call. For you, it is the 5th call that morning, and you are chewing on some apple fritter you had picked up while you were at Starbucks. For the prospective client, it is the most important call that he has ever had to make in his life. You are the 1st stranger he is actually telling about his divorce. As a matter of fact, besides his wife, you are the 1st person he is telling. You continue chewing and swallowing. He begins to cry and you minimize, then he emotes. There is no rapport. The prospective client concludes that you’re not right for him. He is gone.
9. The phone goes on ringing, and nobody answers. Sure, it is 5:15 pm and technically, you are closed. There is no voicemail; there is no answering service. The prospective client calls somebody who cares enough to answer their phone at 5:16 pm.
10. A prospective client schedules an appointment. He shows up. He sits at your waiting room. 25 minutes later you come and get him. He tells his story and then gets some advice; and then he’s never to be heard from again. That 25 minute waiting period sealed your fate. You did not care enough about him to be available on time. You can’t blame him for actually feeling that way.
To avoid losing prospective clients, you need to look at your entire process, examine your system and then then get somebody to contact the office/receptionist for you. Do some testing to see exactly what happens. There’s actually no need of putting any effort in marketing if you aren’t ready to properly handle the calls.