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Client Services Bulletin November 1, 1995
Bulletin Number: 95-004 Date: November 1, 1995 Subject: Period News
  1. CLIENT SATISFACTION SURVEYS

  2. Looking for new competitive ideas - why not ask your clients? Clients can be a great source of new ideas. Law firms that formulated client survey programs advise us that they have benefited immensely from the information received and the client goodwill generated. This is a good time of the year to combine a client satisfaction survey with holiday good wishes. See our insert this month on details concerning year-end client satisfaction surveys.

  3. MARKETING, STRATEGIC PLANNING & THE NEW YEAR

  4. Now is a good time to begin planning and formulating your strategies for next year. Maybe a firm retreat would be beneficial. Maybe this is the year for the firm to develop strategic and marketing plans.

  5. The decade of the 1990's has been called the decade of the client. A new client can be walking in the front door while older clients are walking out the back door. It requires 5-6 times as many dollars to attract a new client as it does to continue to service an existing client.

  6. HOT STRATEGIES FOR LAW FIRMS TO EMPLOY TO INCREASE BUSINESS OPPORTUNITIES

    • Branch offices
    • Technology as a marketing strategy. The next step is wide area networks and e-mail connections to clients
    • Alternative fee arrangements
    • Strategic planning
    • Marketing directors
    • International networks


  7. MARKETING

  8. Marketing is in essence the process of answering two questions. What are we selling and who are we selling to. Marketing is a way of thinking strategically. You have to think like the clients you want to attract. Many of our clients confuse marketing with advertising and reject marketing because they think that they would be engaging in unprofessional forms of advertising. As a result they are not employing one of the most important competitive weapons at their disposal.
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