Your firm’s present — and future — depends on satisfied clients

Description

Abstract: While current clients require a certain amount of “care and feeding,” landing new clients takes considerably more of a firm’s time and money. What’s more, current clients are more likely to entrust a firm with larger, more profitable matters and generally make more frequent and better-quality referrals. Among the topics this article covers are getting  an attorney-client relationship off on the right foot, soliciting feedback, dealing with dissatisfied clients and using a client relationship management (CRM) system. A sidebar offers creative suggestions for saying “thank you.”