Happy clients lead to more happy clients.

The importance of keeping a client happy is one of the most crucial things in business. I would even say that for a law practice this is especially critical since our clients are paying a hefty fee for our services. At the end of the day, after all the legal stuff is done and your client is already satisfied with the work that you did for them, have you ever thought of going the extra mile for your clients?

I call this adding in a W.O.W. factor.  How can you actually exceed their expectations and add icing on top?

Here are a few of my very own W.O.W. factors you can use:


Infuse “YOU” into the relationship

I know that a lot of business owners (attorneys in particular) believe that being entangled with a customer beyond the professional capacity spells disaster, {how many times have you heard ‘don’t mix business with personal stuff?’}, but trust me when I tell you that bringing your authentic self into your business allows your client to see you as relatable and really respect you as a person.  

Bringing your authentic self into your business allows your client to see you as relatable. Click To Tweet

You can do this by giving them a sneak peek into your personal world on social media or in general conversation.  Ask them about their children, tell them about your weekend, or post that cool photo of you training for your first marathon.

The more your clients can relate to you, the more likely they are to rave about you to their friends and family, leading to more referrals.


Surprise Them

Everyone loves a nice surprise.  Although I primarily work with my clients virtually, there are times that I like to surprise my clients, well at least those who live near me. Instead of having all of their strategy sessions online, I surprise them and invite them to let me treat them to lunch while we have our session.  Or I send them a book or gift card for something they mention during one of our sessions.  I listen and look for opportunities to give them something beyond what’s included in our engagement agreement.  My clients love when I do that. They just absolutely love it!



Take out a piece of paper and brainstorm ways you can go beyond the expectations of your clients and list things you can do for them. What can you do to enhance their experience?

What I’m trying to share is that by doing something special for your clients – from greeting them courteously on the phone to inquiring about their life outside of business to sending them cards on special occasions – can leave them with a great impression of you and your business.

When you really think about it, what’s the thousands they spend paying for your services compared to the lunch that you treat them to or the sincere smile you present them with or the simple greeting card you send them on that special occasion?


What’s your take?

Have you done something similar? Or are you feeling inspired to try that something extra to surprise your clients?

I would love to hear about it. Tell me in the comments below.

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