Avoid Client Follow-Up Failures with One Simple Question: Has your assistant ever received a dreaded call from a client asking, “Do you know when your office will send the information I discussed with the attorney last week?” It’s a moment of panic—especially when you realize the information was never sent. It happens to the best of us, even with our top clients.
Think back to that hectic week when you met with Mr. Smith, one of your best clients, to discuss asset protection. The meeting was squeezed in between a long day and an evening workshop, and the next morning was full of back-to-back meetings. Somewhere along the way, you forgot to relay the follow-up information to your assistant. The result? A frustrated client who’s waiting for the materials they were promised.
A Simple Strategy to Avoid Client Follow-Up Failures
So much effort goes into marketing, client meetings, and relationship building. What if you could avoid client follow-up failures with one simple yet powerful question? Imagine that the morning after your meeting with Mr. Smith, despite your busy schedule, you had a pre-scheduled “5-Minute Drive Huddle” with your assistant. During that time, your assistant asks you, “Is there anything you promised Mr. Smith?”
That single question would have changed everything. You would’ve recalled the discussion about asset protection and replied, “Yes, please send Mr. Smith our asset protection questionnaire and schedule time for a follow-up call in a week.” This simple conversation prevents Mr. Smith from becoming frustrated and ensures that your firm stays top of mind as a reliable partner.
Proactive vs. Reactive Follow-Up
Without this quick question, you’re left scrambling when the client calls weeks later, frustrated and maybe even considering taking their business elsewhere. While they may still hire you, the confidence in your firm is damaged. The potential loss of revenue, client expectations, future referrals, and reputation is significant.
Here’s a proactive solution: after every meeting or teleconference, your assistant should ask, “What did you promise, and by when?” This allows you to download the necessary follow-up actions quickly and efficiently. Yes, it’s one more step in your routine, but it’s a far better alternative than reacting to angry calls and explaining delays.
How This Benefits Both You and Your Assistant
This simple process also makes life easier for your assistant. Instead of dealing with sudden requests or chasing down incomplete follow-ups, they’ll have a clear list of action items to manage. Their day will be more organized, and they’ll have control over your follow-up actions, rather than reacting to last-minute requests that disrupt their workflow.
Avoid Client Follow-Up Failures and Maximize Your Meetings
Avoiding client follow-up failures is crucial for maintaining trust, generating referrals, and ensuring the success of your practice. By implementing this technique, you can easily stay on top of follow-up tasks and create a streamlined process that benefits both you and your assistant.
Want to take this strategy even further? Find a wealth of free resources and insights at fire.h50.us/~hrgnmpwr/dev2/ on how to avoid anything falling through the cracks.
