Tuesday, February 28th, 2017
Be Sure You Are Listening
“It is not enough to be busy; so are the ants. The question is what are we busy about?” – Henry David Thoreau
You have a lot on your plate, whether you are a partner or a first year team member. It’s a busy time and you are in a constant state of hurry-and-get-this-done.
Keep in mind that THE CLIENT is not realistically aware of the amount of work you are processing. They only know that you and your firm are taking care of THEM. It is important to remain focused on their needs and to keep in mind how you look from their viewpoint.
Never let them think you are TO BUSY for them.
Several years at my firm, we had a ban on the word BUSY. If anyone said the word they had to deposit a small fee into the busy jar. The theory was not to ever let clients, prospective clients and referral sources think we were too busy to take on NEW clients.
How do you communicate your intent? Here’s an example.
“We will do our best to fully understand your unique situation so we can do the very best job for you. We also encourage you to ask questions. We are not too busy, we do not mind the interruptions, and we know that the more informed you are the better can serve you.”
Be sure you are communicating to your clients that you WANT them to ask questions and that you don’t mind interruptions.
- "The time to relax is when you don't have time for it."