Feb 14, 2024
A significant amount of effort is invested in securing new clients – from the initial prospecting and early discussions to budget evaluations and setting up a timeline for deliverables. However, it's important to note that all this hard work can hit a roadblock if we neglect to dedicate the same level of time, energy, and commitment to managing our client's expectations once the deal is sealed.
After putting in the hard work to acquire a new client, the last thing you want is to see them walk away. It's important to note that replacing a client can be an expensive endeavor, costing anywhere from 5 to 25 times more than retaining them.
Clients decide to end their relationships with immigration law firms for various reasons. Commonly, issues like poor work quality and cost play a significant role. However, what often goes overlooked is the mismatch between what the client expected and what the law firm ultimately delivers.
Even if you consistently deliver high-quality work, a significant discrepancy between what the client anticipates and what they actually receive can spell trouble. It's a challenge that, if left unaddressed, may eventually result in the loss of their business.
So, how can you steer clear of these issues? The key lies in establishing clear and accurate expectations with your clients right from the start.
Let’s explore seven ways to manage client expectations.
Setting clear client expectations forms the bedrock of a smooth working relationship, minimizing unwelcome surprises that may cause frustration and strain the partnership. In this article, we will explore seven essential strategies that you and your team can employ to effectively manage clients and their expectations within your immigration law firm.
When you kick off your first client meeting, it's vital to lay out the process clearly, covering important aspects like timelines and cost breakdowns. In the early stages of your partnership, share insights into how your team operates and introduce key team members to build a personal connection. This initial interaction sets the stage for trust and engagement, so be honest about what could happen, emphasizing your dedication to their case and recognizing both positive and negative possibilities.
As you move from the initial consultation to managing expectations, maintaining clear communication remains the linchpin of effective client engagement.
Create clear goals by making specific commitments. For example, promise to be transparent about any extra charges and always get the client's approval before making changes to the project scope. Simple actions like committing to respond to emails within 24 hours, even if you don't have a solution yet, can build trust. Since new partnerships can be uncertain, clearly stating your business commitments helps clients know what to expect, allowing you to consistently meet and even exceed their expectations.
Once clear goals are established, the next phase involves seamless collaboration with your clients.
Close collaboration with your client, involving cooperative tasks, is vital. In fact, contrary to popular belief, clients want to be regularly updated during their case. This doesn't mean inundating clients with excessive tasks, but rather helping them understand their importance in the equation and showcasing your own effective workflow. Indeed, the reason clients often prefer to have a client portal that’s accessible 24/7 is to be able to see the status of their case at any point.
Being proactive like this helps your clients feel more confident that their case is in capable hands, which can ease any unnecessary worries they may have. Next, let’s talk about how regular updates ensure clients stay informed even during lulls in case developments.
Regular client updates are incredibly important, even, and perhaps especially, when there isn't much happening with their immigration matter. It's crucial to keep them feeling reassured that things are moving forward and that they're not being neglected. In immigration, it's essential to provide clear updates that let clients know about any documents that may be outstanding, the status of their filing, whether there’s been any reply from a government agency like the US Citizenship and Immigration Service, etc.
Addressing concerns promptly is another critical facet, and it complements the proactive problem-solving approach we discussed earlier.
Swiftly and professionally tending to client concerns, particularly in critical situations, is paramount. Plus, clients might not always express their needs clearly, so it's important to actively ask them to clarify their questions and assure them that your priority is helping them. This helps build trust and leads to better results. Instead of passively awaiting client grievances, seize the opportunity to proactively identify issues and offer potential resolutions.
Often, clients are not only appreciative of your proactive measures, they are actually happier with your legal service if you fix an issue promptly than if there was no issue at all. Because that sort of scenario makes it clear that their success is your top priority, no matter the hiccups along the way. Additionally, try to predict what your clients might need in the future - this showcases your expertise and commitment to their success.
Beyond addressing concerns, the strategy of under-promising and over-delivering can significantly enhance client satisfaction, as we'll explore further.
The practice of under-promising and over-delivering remains a valuable strategy, and it's essential to maintain flexibility in project timelines and budgets. Take the time to educate your clients about your operational processes, maintain transparency, and refrain from making unattainable promises. Be prepared for unforeseen challenges, and make an effort to exceed expectations by delivering ahead of schedule. Failing to meet deadlines due to unrealistic assurances can erode the trust you've built with your clients.
Finally, in cases where emotions run high, your skill in handling client feelings with empathy and understanding is essential.
In cases with heightened emotional stakes, such as removal proceedings, it's imperative to convey empathy and understanding, guiding clients through their emotional journey and providing unwavering reassurance.
When faced with a challenging client interaction, it's essential to recognize the situation and remain composed, separating your own emotions from the matter at hand. Take a moment to breathe and regain your focus before deciding on the best approach to support the client and defuse any emotional tensions. Engaging with empathy, asking questions, and actively listening to the client's needs are key steps in effectively handling emotionally charged client interactions.
Ultimately, your skill in managing client expectations relies on your communication prowess. Leaving things to chance is a recipe for disappointment on both sides. Yet, by actively listening, proactively engaging in open communication, and tackling issues directly, you can effectively maintain realistic client expectations. This approach not only safeguards your client relationships but also positions you for long-term growth and success.
Docketwise is dedicated to creating an immigration case management, forms management, and CRM platform tailored to the diverse needs of immigration law firms, regardless of their size or structure, allowing for more time and attention to client communication. Our commitment to innovation, a client-focused approach, and the pioneering introduction of our open API sets us apart.
Docketwise seamlessly integrates with a number of other platforms, from email to payments and more, simplifying your workflow and providing convenient access for you, your team, and your clients whenever necessary.
If you’re new to Docketwise and would like to try and see if it’s a good fit for your firm, schedule a demo on our website today.
And check-out the official Docketwise podcast, "Immigration Uncovered," and don't forget to subscribe to "Immigration Insights," a quick five-minute newsletter that keeps thousands of immigration lawyers informed and up-to-date!
