Please join us on Wed., Mar. 13, 2019 when Kathy Boufford will present "Managing Client/Customer Expectations from Intake to Getting Referrals: 5 Steps to Begin Implementing Now!"
Business owners wake up each morning to face a very challenging reality: If they don’t have customers, they don’t have a business! There are many business-oriented ways to address this challenge, but there are times when generic actions fail to successfully speak to our client’s actual expectations. As business owners, it’s up to us to provide our customers with interactions that don’t just make the decision to choose us a “no-brainer,” but that continue to promote opportunities for quality interactions throughout the life cycle of the relationship.
In this presentation, participants will learn steps for addressing client expectations, including:
- The importance of acknowledging the concerns our customers have about their situation from their perspective
- Anticipating what clients want to know about us, and figuring out the most efficient ways for providing that information
- Developing retainer agreements, contracts, confirmation letters, etc. that fit with our business/practice goals while including the information our customers want and need
- Developing a mutually beneficial time-line of interactions that will address our client’s desire to be kept up to date
- Strategies that provide clients with multiple reasons to continue doing business with us and happily refer potential customers our way
Kathy Boufford is an attorney and partner in the law firm Bellenot & Boufford, LLC. She is also a member of the Connecticut Bar Association: Family Law and Workers' Compensation sections. She is a member of the Danbury Bar and the Connecticut Counsel for Non-Adversarial Divorce and the Newtown and Monroe Chambers of Commerce. She has extensive experience in law as well as building a business.
Kathy has observed that change was a constant factor best addressed by having a solid strategy for setting, tracking and attaining goals. She also became very aware that thinking like a trial attorney was a very effective strategy to use when it came to goals. Now, she is sharing the strategies she has used to successfully build a thriving practice.