CBA SOLUTIONS SERIES

Keep Clients Loyal: Position Yourself as a Trusted Advisor

The success of a law firm depends on a strong base of loyal clients, but many firms miss out on valuable opportunities to understand client needs. Are you looking for tools to improve your client relations and ensure that your best clients remain a source of work, referrals, and stability for your practice?

This session will explore methods for soliciting client feedback and responding with tailored services so you can foster a rewarding long-term relationship that is mutually beneficial.

Topics include:

• Client feedback: face-to-face interviews, client surveys, and focus groups
• The little (big) things: setting expectations, pro-active communication, and follow-through on commitments
• Understanding your client’s business and industry
• Succession planning and client transition
• Client relations: stories and solutions from the front line
• Delivering value on and off the clock: value for money, seminars, community engagement, and business introductions

Presenters:

Sandra Goodwin, Managing Director, Client Development and Service, McInnes Cooper, Halifax

Mark Howe, Director of Client Relations, Thompson Dorfman Sweatman LLP, Winnipeg