145. Six simple rules for business growth (December 2007)

The results of an SRA survey published this month show that clients think solicitors are:

1. Too slow
2. Poor communicators
3. Full of jargon
4. Bad at providing cost estimates
5. Good at alienating their clients
6. Too expensive

None of this is very surprising. What is surprising (to us a least) is why solicitors don't grasp these insights as a business opportunity.

Here are six simple corresponding rules for gaining and retaining clients:

1. Manage client's expectations of speed. Give them a good idea at the outset of a matter how long each stage is likely to take.
2. Communicate frequently with clients. If nothing's happening - call them and tell them so. Don't wait for them to contact you.
3. Speak plain English. Practise on your kids, then use the same language at work. Legal jargon doesn't impress - it irritates.
4. Don't be afraid to tell clients how much it's likely to cost them. Better they know at the outset than get an unexpected shock later. You're worth it, so don't be sheepish about the cost.
5. Treat your clients as equals. Don't be late for appointments, respond to correspondence and phone calls promptly. Ask them for honest feedback on your performance - and make that your rationale for change.
6. Keep to the other five rules and you can probably raise your prices.

Easier said than done? - We can help you establish these and other simple rules in your practice. They may be simple, but they will make a profound difference.

Click here for a secure online enquiry form or phone 0127 865 1110.

Click here for the SRA survey.

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