Some law firms, accountancy practices and Chambers still shy away from client satisfaction research expecting bad news. Here we look at what clients really say when they're interviewed and guess what? It's pretty much good news across the board!

1. if the ability to speak to their advisers around rather than during their working day is hugely appreciated.
4. Clarity of advice
While you understand the technicalities and intricacies of your profession and the language that involves; your clients don’t. The advisers that get the most kudos during client interviews are those who speak in plain English and take the time to explain acronyms, jargon and the constituent elements of your contracts, clauses and drafts.
5. Answers not options
Phrases like “if I were in your shoes” or “if I were you” are worth their weight in gold. Lists of options are definitely not. Your clients pay for your advice and love it when that advice is clear and straightforward.
6. Willingness to look at other opportunities
If you pick the right clients for your client research project, an established relationship is already there. This means when the interviewer asks if there are other areas you can help the client with, the answer is almost always a resounding “yes”; a “yes” that will allow you to broaden and strengthen your relationship and bring in new fees almost immediately.
1. Personal fit
From memory only one client has ever mentioned their solicitor/accountant/barrister/attorney’s technical ability as being at the top of their wish list. In 99% of cases, the
client just wants someone they
can get on with.
And the best way to build that relationship? Spend time with your clients; not just in your offices but in their office, in the pub, at the football.
2. Responsiveness
In today’s world where email access is always in your pocket (if not in your hand) clients want immediate response.
But, before you have nightmares about a 100-hour working week, your response doesn’t need to be comprehensive there and then, a simple acknowledgement including an idea of when you will respond properly will do.
The same applies to phone calls, return them in 24 hours or if you really can’t, ask your secretary to call and say when you will call back.
3. Out of hours
The fact your clients can get hold of you (or hear from you) after office hours is always commented on positively. People have busy working lives just as you do so
10½ things clients (almost) always say when they’re interviewed
Tenandahalf top tips: June 2013

2. 7. Strength in depth
Clients like to know that when you’re not around, there’s a team behind you that deliver continuity of service – more importantly, a team that knows you and your business and can respond immediately to an off the cuff query in your absence.
8. Realistic pricing
Price is part of every interview but do you know what? It is NEVER a contentious part. As long as your prices are seen as being in line with your competitors’ and you are delivering the outcomes your client wants, your prices will not be questioned.
Discount should never be your default.
9. No nasty surprises
One thing that’s sure to rock your client relationships is a nasty surprise when it comes to billing.
If you have exceeded
your estimate, pick up
the phone, let them
know and explain why
it’s happened. The
client will understand – really, they will.
10. True added value
Added value isn’t newsletters. It isn’t really seminars though they get better press than written/email communications.
True added value is instant access, off the cuff and off the clock advice, proactive notice of legislative changes (with relevant direction), introductions to your network/other clients and – most importantly – a clear understanding of your client’s world. If your clients see you know have that understanding, they know the advice you give them is going to be of the highest quality.
10½. Appreciation of being asked!
To the best of our knowledge, no one has ever said no to participating in a client service review programme. Clients appreciate the opportunity to feedback and offer their advice as to how you can improve your and your firm’s service offering.
Helping smarter professional service firms grow
Size 10½ Boots are a specialist business development agency that works solely with professional service firms.
If you would like to discuss how you can use these key client requirements to win more work or are planning a client review programme of your own, please call us on
0115 969 9817 or email claire@tenandahalf.co.uk and book your FREE initial 45 minute consultancy
www.tenandahalf.co.uk
info@tenandahalf.co.uk