Wednesday, March 6th, 2019

The Welcome Letter

“To me, a lush carpet of pine needles or spongy grass is more welcome than the most luxurious Persian rug.” – Helen Keller

A new client is landed by one of the firm’s partners. They met several years ago at Chamber of Commerce business event. The client knows the partner but how much does he/she know about the firm?

It is important that clients become attached to the firm and not just the partner – for various reasons that some of you know all too well. You don’t want clients to leave the firm just because one person leaves.

Begin building the relationship with the firm at the beginning. In some firms, the first written piece of information a client gets fro the firm is an invoice.

Progressive firms, after a new client is added to the client list, send out a warm and friendly welcome letter. Make it different, put it in writing, on paper and mailed (USPS) to them. It should have a real, written signature on it.

It should come from the managing partner or firm administrator. This helps the client know that there is another person they can contact right away if needed. Eventually, they will get acquainted with the engagement team and build relationships with several people at the firm. However, in the very beginning, they may have many questions and not feel somewhat lost.

Express your appreciation for them joining the firm. It is also a great time to make sure they are aware of your billing and collection policies. Most new clients always wonder about that but have been hesitant to ask.

If you are not doing this or something similar and need a sample, let me know.

  • "The soul should always stand ajar, ready to welcome the ecstatic experience."
  • Emily Dickinson

Leave a Reply