Are your clients not happy? Have you thought about the reason for their unhappiness? Take a pause.. introspect and answer this – is it just the clients who are unhappy, or are you happy, but still your clients are not happy?
Found your answer? Did the answer surprise you?
Most of the times, it is You who powers your clients
Clients are driven by your energy. Whenever the clients are unhappy, it is invariably because you are not happy. Your unhappiness may be due to many reasons – you might feel that the clients are overworking you, you might feel that they are too demanding, or it might be because you feel that they are not understanding or empathetic enough. Whatever the reason maybe, you are in business to serve the clients. Without clients, there is no need for you to work. You power your clients, and your clients power you. It is a symbiotic relationship. So it pays to make a little more effort, go the extra mile to keep your clients happy.
Smiles have more value than frowns
Patience is a virtue and a smile is a weapon that can win you many battles. Be happy to serve your clients. When they are having trouble understanding a matter, put in a little more effort to clarify things. The matter might be easy for you, but that does not mean that it should be easy for them.
Another common reason for grumpiness is that you might feel that the client ‘wants something extra all the time’. Asking favours is more common than you think. If your busy schedule does not allow you to be accommodative, you can include such small things while drafting out estimates. That way, when the client asks, you will be prepared to deal with the request. And, if they do not ask – well, it is a bonus for you! Keep in mind – when you say that you have done someone a favour, it ceases to be so.
Happy clients, happy you
Having a positive mindset is the most important tip to keep your clients happy. A lit lamp can light up many lamps. Your energy and enthusiasm are what fuel your clients’ happiness. Be a lamp, do not be a bucket of cold water. When you are happy, your clients are happy. Your clients’ happiness drives you to work harder and better. This extra effort on your part pleases your clients more. And, happy clients means happy you! The entire sequence runs on a loop – your business will grow and prosper fuelled by the happiness of you, your team and your clients. A good place to be!
If clients are still unhappy despite your best efforts, here are 6 steps to address the issue –
1. Stay calm
A calm mind can get a lot more done than an agitated mind. When you are agitated, situations can quickly go from bad to worse.
2. Identify root cause for dissatisfaction
Put effort into identifying the root cause for dissatisfaction. Talk to your client, communicate, find out why they are unhappy. If you are not sure about how the ‘why technique’ works, do get in touch with us! We will help you out with a free session to demonstrate the power of the why technique. Contact us to know more.
3. Offer solution
Now that you know why they are unhappy, see if it is in your power to resolve their issue. Offer a solution that is agreeable to both.
4. Own that solution
Work hard towards owning the solution. Put in a little extra effort.
5. Get feedback
Now that you have put your best efforts, it is time to know whether the solution worked. Seek feedback from the client. Try to know if you resolved their issue and they are happy again.
6. Learn from mistake
Learn from the mistake and ensure it never happens again. It is easy to lose track of small things in the grand scale of things, but every client and every smile is important for a successful practice. Happy clients bring in more clients.
Manage My Lawsuits
Effective communication goes a long way in keeping clients happy. Most of the time, all that a client seeks is correct and timely updates. But a lawyer, owing to their busy schedule, might miss providing the clients with the same. This can lead to unsatisfied and unhappy clients. A case management software such as Manage My Lawsuits can help you out of such situations. It automates the process of sending out updates, notifications and reminders. It increases transparency and ensures that you, your team and your clients are all on the same page.
Increase the happiness quotient of your clients with Manage My Lawsuits. We will put more smiles in your life.
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