The Difference Between Happy Clients and Pissed Off Clients

What’s the difference between good customer service and bad customer service?

Managing expectations. It’s that simple.

1. Tell the customer what you are going to do.
2. Do it, on time.
3. Tell the customer what you did.

This weekend I’m moving to a new office share arrangement, a bit closer to my home. Last week I hired some movers to assist me in moving my ridiculously large executive desk and several other outrageously heavy pieces of furniture to the new office.

We scheduled the move for 1 pm, which gave me plenty of tome to get all the other smaller items out of the office and just concentrate on four pieces of heavy furniture.

The movers told me, “we’ve got one other ‘small’ job scheduled for Sunday morning, but we can fit you in after.

Or so I thought.

They even sent me several confirmation emails letting me know that they were “looking forward to helping me move” on Sunday, June 28th.

1 pm comes and goes… no movers. At 1:15 I call to check in, apparently they had not yet left the last job. They would give me a call ahead about 1 HOUR before they show up at my office.

Well, it’s 3:15 now, and they aren’t here. I’ve called their office several times and there’s no answer.

Are they even going to show up? I honestly don’t know.

In your law practice, it’s best not to keep your client’s guessing. Mad clients are clients that don’t know what’s going on with their case.

I try to stay in touch with all of my clients systematically and regularly. The best way to do this, while you are sleeping (literally), is with an automation system such as Infusionsoft.

I wrote a post on how and why I use Infusionsoft in my law practice here.

Don’t keep your client’s guessing about what is going on with their case. Tell them what you are going to do, do it, then call or email them to let them know it was done (and what comes next).

That’s the key to not only happy clients, but also a successful and thriving law practice.

Enjoy the rest of your weekend… Hopefully my movers will show up shortly…

Take care –

Jim

PS – Are you already using Infusionsoft? I’d love to hear from you about how you are using it in your law practice. Just post a comment below and let me know how you use Infusionsoft to keep your client’s informed in your practice.