“Talked about” service is difficult. Especially in law, because it is regarded as a “grudge” spend.
You’ll need to deliver a great performance at a reasonable rate, and you’ll need to communicate well throughout the matter – keeping your client informed each step of the way.
You might even consider a survey after the matter is finalised asking “On a scale of 1 to 5 where 5 is best, how likely would you be to refer my firm to a friend or colleague?”
Then read each response, say “thanks” for the good ones and follow up on the bad ones.
An extract from the Business Advice for Law Firms e-book by AJS
