Superpleasing Clients

Michael McDonald, a partner at London’s Cleary Gottlieb office, recently distributed an internal staff memo, How to Superplease ClientsRoll on Friday acquired and shared how-law-firms-measure-client-satisfactionMcDonald’s 45 tips to superpleasing clients.  While his suggestions have elicited some mockery, some of the suggestions are helpful.  Review the list and use what works for you.  Some advice includes:

1.  always exceed client expectations;

2.  rapidly respond to voicemail messages/emails;

3.  send topical press clippings drawing to their attention legal aspects (my advice is to use electronic alerts rather than print);

4.  set realistic deadlines and always exceed them;

5.  come in under budget;

6.  discuss costs and billing in advance; and

7.  listen carefully to what they want.

To read further on the topic, stop by the library and check out The Art of Practicing Law:  Talking to Clients, Colleagues and Others or Building and Maintaining Client Relationships:  Leading Lawyers on Attracting New Clients, Developing Effective Marketing Techniques, and Establishing a Strong Reputation.

Hat Tip:  Law.com

About Lisa Smith-Butler

Lisa is the Associate Dean for Information Services at the Charleston School of Law, Sol Blatt Jr. Law Library. She teaches Advanced Legal Research & Children & the Law.
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