What Your Clients Are Saying About You
If You Aren’t Listening To What People Are Saying About Business Owners, You’re Missing Out On The Opportunity To Overcome The Stereotypes.
I love all things business ownership and will forever consider myself a student, always looking to discover more tid bits of wisdom along the way. I recently joined a small business round where I live and attended my first meeting. We were discussing things like new minimum wage increases and how to overcome those, client retention, and social media presence. Somewhere between minimum wage and client retention a comment was made that reminded me of why I choose to work with business owners. A fellow business owner stated, “people will charge you $400 to wipe your own a**”!
Let’s just face a truth…
No one particularly enjoys dealing with certain service providers. For instance, the general sentiment about lawyers is less than favorable. Most people dread sitting in a lawyer’s office, feeling like they’re being charged for every breath they take.
This perception stems from a lack of perceived value. Clients often don’t see the worth in services they don’t fully understand and feel forced to pay for.
Here’s how you can change that:
There is this thing out there called perceived value. This refers to the value a consumer perceives from a service or product they pay for. If they don’t see something as valuable, them spending money on it is going to be a negative experience for them. On the flip side if they do see the value in something, they won’t mind paying for that product or service.
3 things you can do to increase perceived value in your legal practice
Let them know you’re human too
Customers feel uncomfortable when they don’t understand the industry jargon and feel looked down upon. Simplify your language and be friendly and approachable. This helps clients feel more at ease and see you as a partner rather than just a service provider.
Under promise, over-deliver
When you oversell yourself and your firm you can set the bar super high right off the bat. Then, if you don’t deliver, you leave your clients so disappointed that they have nothing but horrible things to say to everyone about you and your business. If you take the alternative approach, you unexpectedly delight your clients, which, I can promise you they will not see coming AT ALL. This makes them feel taken care of and cared for as a client. Then, they’ll be more likely to tell people about how you did all of these “extra” things for them. Small gestures like additional strategy calls, thoughtful gifts, or thank-you notes can significantly enhance their experience.
Keep them in the loop!
The number one complaint clients have is a lack of communication. Establish a system that provides regular updates on their projects or services. Aim to update clients before they feel the need to reach out to you. Regular communication reassures clients and builds trust, making them more satisfied with your services.
By focusing on these areas, you can enhance the perceived value of your business, build stronger relationships with your clients, and create a positive reputation in your industry.
If you’re ready to level up in your business, Contact us to see if we’re a good fit.
