Tuesday, January 31st, 2023
Strengthening The Relationship With New Clients
“Don’t say, ‘if I could, I would.’ Say, ‘If I can, I will.’” – Jim Rohn
A new client is landed by one of the firm’s partners. They met several years ago at a 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 from the firm is an invoice.
After a new client is added to the list, progressive firms send out a warm and friendly welcome letter. Make it different, put it in writing, on paper, and mail it (USPS) to them. It should have a real, written signature on it.
I like to see the letter come from the firm administrator. This helps the client know that there is another person they can contact immediately 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 ensure they know your billing and collection policies. Most new clients always wonder about that but have been hesitant to ask.
Let me know if you would like a sample.
- "You can’t escape the responsibility of tomorrow by evading it today."
