Make it easy for your clients to discover other things you can do for them.

For many legal professionals, the best new clients are existing clients. Invest your time in client review meetings to periodically give an update on current projects and give your clients a chance to share their concerns, priorities, etc. This is a great way to get clients to focus on their issues and “discover” additional ways you can help them.

There are three forms of client review meetings:

1. Satisfaction review.
   For simple engagements or one-time clients, have a process to gather feedback. The more standardized this process is, the better as it allows for the data to be compiled in a consistent way to identify strengths and weaknesses in how you are delivering your service.
2. Weekly or bi-weekly ongoing status update with your main contact.
   Schedule a 30-minute discussion at a set time every week. Prior to the meeting, provide a written update that summarizes the progress and next steps of all projects, deliverables, and discussions under way. Use this as the agenda to guide your discussion.
3. Quarterly face-to-face update with a larger team.
   Hold the meeting at your office or a neutral location, and invite the client to chair the meeting. Participants should include the client, staff, or parties with a vested interest who are directly involved in using your service, and anyone from your firm that can effectively handle client concerns. Provide a written update that summarizes all deliverables to date, and include positive feedback.

It's imperative to use the client review meeting times effectively Prepare complete and timely status updates prior to all client review meetings. This may require interviewing others in your firm to ensure accurate information, so plan ahead. Be sure to prepare your team to participate constructively in the meeting. Proactively communicate your expectations to your team’s participants, and pay special attention to staff who don’t have routine client contact.

Don’t use client review meetings to “up-sell”. Focus first on resolving any concerns clients currently have, then on their upcoming issues. Allow the client to suggest where you might help them with additional services rather than pitching add-ons. Take responsibility for any problems, and ask your clients for their help in formulating improved communication or procedures to ensure future success. This is not a forum for informing your clients how they can be better customers.

For continuous improvement, ask the question “If we could improve one thing before our next meeting, what would it be?” The answer to this question will provide you with a priority action item to keep client satisfaction high. Follow through on their feedback and do a status update on the next meeting. Chances are that the items they are selecting hint at a problem you might be able to help them with.

The client review process reinforces your commitment to provide a quality service and opens up additional opportunities organically by discussing the issues a client is facing.