Retaining Clients and Employees: The 100-Day Secret to Long-Term Success with Joey Coleman
Want to know how to keep your clients and employees loyal for the long haul, resulting in business growth that lasts?
In this episode of Profit with Law, guest Joey Coleman, a former attorney turned customer retention expert, shares invaluable insights on client and employee retention. With his unique blend of legal and business expertise, Joey emphasizes the critical role of the first 100 days in shaping long-term client relationships. He highlights the significance of creating a positive client experience early on to ensure long-term retention and potential referrals. Joey's practical insights and evidence-based approach offer valuable guidance for law firm owners seeking to improve client retention and create exceptional customer experiences in the legal industry.
If you're looking to enhance client and employee retention, Joey's expertise and actionable tips make this episode a must-listen for law firm owners striving for long-term business success.
Episode Highlights
00:00 Introduction to Joey Coleman
Moshe introduces Joey Coleman, a renowned author and speaker, with a background in law and business. Joey shares his experience as a recovering attorney and his interest in customer and employee retention.
08:00 Importance of First 100 Days
Joey emphasizes the critical impact of the first 100 days of a client relationship, citing research that shows how this period can significantly influence the lifetime relationship with a client. He discusses the challenges law firms face during this phase, such as paperwork and how to counteract buyer's remorse.
12:39 Addressing Buyer's Remorse
The conversation delves into the concept of buyer's remorse and the lack of focused effort in addressing it within law firms. Joey emphasizes the need to acknowledge and alleviate the fears and uncertainties experienced by clients immediately after signing the representation agreement.
18:24 Solutions for Time Management
The conversation explores potential solutions for time management and client communication, including the use of systems, processes, and delegation. Joey emphasizes the need for intentionality in client interactions to streamline the workload.
22:21 Delegate by Elevating Team Status
Joey emphasizes the importance of elevating the status of team members to demonstrate their value to clients. He shares personal experiences and strategies for delegating responsibilities and empowering team members to enhance client communication.
26:11 Effective Client Communication
The conversation delves into the impact of effective client communication on managing expectations, deadlines, and financials. Joey highlights the need for proactive communication to prevent negative surprises and improve the client experience.
32:11 The Power of Infographics in Client Communication
Joey and Moshe discuss the use of preprinted infographics or PDFs to visually represent the client's journey. He highlights the effectiveness of providing clarity and creating a tangible reference for clients to understand the progress of their case.
34:53 Employee Retention and Talent Development
Joey delves into the importance of employee retention and talent development. He emphasizes the need for clear career paths within the organization to address new hire's remorse and foster long-term commitment.
40:10 Main Drivers of Employee Satisfaction
Joey underscores the significance of providing team members with a clear path for career development within the organization. He discusses the impact of uncertainty on employee satisfaction and retention and advocates for a strategic approach to talent development.
46:27 Incentivizing Process Improvement
Joey suggests incentivizing and encouraging team members to regularly review and improve firm procedures, creating a culture of continuous improvement.
54:59 Taking Action for Continuous Growth
Joey encourages taking small steps to address areas in the firm that need improvement, emphasizing the importance of making enhancements to create better client and employee experiences.
Resources
Take the Law Firm Growth Assessment and find out how you rate as a law firm owner!
Check out our Profit with Law YouTube channel!
Learn more about the Profit with Law Elite Coaching Program here
Connect with Joey Coleman: Website | Facebook | LinkedIn
Never Lose a Customer Again by Joey Coleman
Never Lose an Employee Again by Joey Coleman
About Joey Coleman
Joey helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best selling book Never Lose a Customer Again shows how to turn any sale into a lifelong customer and his recent Wall Street Journal #5 best selling book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement.
Connect with Joey Coleman on his Website. You can also follow him on Facebook, and LinkedIn.
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Author
Moshe Amsel
Author
Moshe Amsel the host of the Profit with Law podcast is not an attorney. As the owner of a successful accounting firm DreamBuilder Financial and Law Firm Growth coaching organization Profit with Law, Moshe has proven that there are better and different ways for a law firm to do business and be successful.
