Molly discusses the importance of client care calls for both employees and the firm, and provides guidance on how to get started and conduct them effectively. She outlines three different funnels for client care calls: existing clients, past clients, and past prospects. She also highlights the benefits of implementing these calls, such as improving client satisfaction, generating additional revenue, and building credibility with referral sources.
Quote of the Show:
“You are a valued, highly valued team member regardless of what seat you sit in.” – Molly McGrath
- Client care calls can be a valuable tool for employees to make a difference and create value within the firm.
- There are three different funnels for client care calls: existing clients, past clients, and past prospects.
- Employees should take ownership of client care calls and use them as an opportunity to enhance the client experience and generate additional revenue.
- Client care calls can be integrated into daily, weekly, or semi-weekly routines, depending on your role.
- Calls can be divided among team members based on different client categories (existing clients, past clients, past prospects).
- The information gathered from the calls should be documented in the firm’s CRM system for future reference.
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