Keeping clients happy: being a great lawyer is not enough

"Lousy service is the number one reason clients fire law firms, and there are dozens of surveys and reports concluding that most lawyers don't do a very good job in this area," says John Remsen, Jr., one of the nation's top legal marketing experts.

It's not enough to be the great lawyer that you are, you need to wow your clients with top-notch service, Remsen explains in the June 2008 issue of the Remsen Report.

Here are a few of Remsen's common-sense reminders, gleaned from a panel discussion with three general counsels:

Timely response to client inquiries - The use of cell phones, blackberries and the internet has raised client expectations about how soon you'll respond to them. A return phone call within 24 hours used to be acceptable. Now, four hours is more like it.

Follow through on commitments - Meet your deadlines. Deliver early, if possible. And if you're going to miss a deadline, it's better to blow the whistle on yourself rather than have the client come looking for you.

Prevent surprises - Lousy news from the court? Higher than average invoice? No one likes a bad surprise, so blunt the impact with some prompt, up-front communication.

Get on the good side of your client's staff - Kindness, courtesy and respect are the watchwords when dealing with a client's support staff. They wield considerable influence, and you never know when or where your paths may cross next.

There's more good stuff from Remsen here.