4 Seasons It: Create Space for Your Law Firm Clients to Cartwheel

My daughter, Kira, and I were checking into the Chicago Four Seasons. The desk attendant Lauren was taking a few extra moments to check us in so I joked, “Are you looking for a great room for us?” She responded, “Actually, I am.”

Lauren then offered us a complimentary double upgrade if we’d wait just a few moments in the lounge where she'd be happy to host drinks. The service team needed to finish the preparing the room.

She walked us to the lounge and introduced us to the hostess. While we were still marveling at our good fortune and sipping an afternoon beverage, Lauren returned with our keys and said our bags had already been delivered to the room.

Cartwheel Heaven

Our room – which was double the size of the room we reserved – included four huge picture windows overlooking beautiful Lake Michigan as well as the city, two bathrooms, art, and an orchid. There was space for cartwheels – not that I’m any good at those, but the opportunity was there and appreciated.

That evening when we returned from dinner, there was a fruit plate and expensive water with a handwritten note waiting for us.

Think we’ll go back? Think we’ll tell folks? Think we’ll send friends and colleagues? Think I'm now sharing my experience with my 15,000 social media connections?

Do You Amaze and Delight?

You may think you know customer service, but do you? Do you make your clients feel welcomed, comfortable, and special? Do you go above and beyond? Do you amaze and delight?

You can do much more. Here are a few ideas to get you started:

1. Send a shock and awe welcome package, including handwritten welcome note, by overnight delivery as soon as the consultation is scheduled.
2. Offer valet parking.
3. Post a welcome sign bearing your PNCs'/clients' first names.
4. Upon arrival, give the PNC a tour of the office introducing them to your team members (and office #PawALegal) while sharing how each team member helps.
5. Offer high-end drinks and snacks from a menu.
6. Note client drink and snack choices, so you have them ready at their next meeting.
7. Send a welcome "we've got your back" gift.
8. Call just to check in on your client.
9. When you've completed the case, make it a celebration: champagne, cake, and celebratory words. Send a note on congratulations. (Don't wimp out on me here; adapt as appropriate. In most cases, resolving a legal case is a reason to celebrate; your client can now move on. If it's a particularly sad case such as a wrongful death case, make a donation in the loved one's name.)

10. Stay in touch with an occasional call, birthday card, and handwritten note.

11. Invite your client to special clients events such as trainings, summer cookouts, or holiday parties. They're now part of the club.

I’ve led two law firms way past the million-dollar mark and several more firms are on their way. Interested in working with me to create YOUR million-dollar law firm AND the life you love? Here’s your next step. 

~If your current annual revenue is under $500k, enter The Vault here! 

~If your current annual revenue is over $500k, then here’s where you go for private strategic consulting with me! 

I’m a 15-year veteran of the practice of law, a former senior executive for a large attorney organization, a published ABA author, and the founder of the private consulting firm, Million Dollar Attorney? where I serve as a Master Law Firm Business Strategist, Certified Success Trainer, and Mindset Mentor for Entrepreneurial Attorneys. 

I help solo and small firm attorneys like you build million-dollar law firms that give you the life you love via my “Operation Best Life Signature System.”