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Managing Client Expectations to Create Raving Fans

How to keep clients happy so they make work more enjoyable and tell their friends and family how awesome your firm is!

  • Product Number: 2230158P01
  • CLE Credits, earn up to:
    1 substantive credits, 0 ethics credits CLE Credit Note
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    Product Description

    Happier clients are easier and more pleasant to work with. And as a bonus, they often go out and rave about how great your firm is, which brings you more high-quality business.

    There are a couple of ways to make clients happy. First, by delivering awesome service. The better the work you do for clients and the better the results you help them achieve, the happier they will be. But there’s another underrated way to increase client happiness: systematically establishing and managing their expectations.

    Why is this important? Happiness sits in the gap between reality and expectations. Reality is the service and results clients are receiving. Expectations are what they expect from you, your firm, and the overall process. The better you and your staff are at setting and managing expectations, the smaller the gap between reality and expectations, and the happier your clients will be.

    You learn why this principle is important in a service business, which areas and issues to focus on, which tools you can use to keep clients happy, and how you can make this a regular and ongoing part of your service process.

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    Faculty

    Bill Farias, Esq., Farias Family Law, PC, Fall River
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