In running our business, we are always trying to obtain new clients. We take the most extraordinary measures. We advertise in expensive magazines, we put up websites, we print leaflets, we go on Facebook, we go on LinkedIn and, indeed, we try out virtually every method we can to generate work.

This is a very desirable process, but if we don’t look after clients or treat them well, then all our efforts are in vain. We may get them on a one-off basis, but they never return. Holding the client is the real secret because, if we hold the client, then he or she brings in more business, more clients and more goodwill, and so our business is generated on an ongoing basis. Over the last 45 years, I have devised a number of tips that I believe are helpful when it comes to client care.

1. Have the reception in your office designed in such a way that the client feels relaxed and welcome. An offer of a cup of tea can help and a few flowers can achieve the same result. For many, going to a solicitor can be a daunting experience, especially after an accident or where there has been a death in the family or the prospect of a marital breakup. Tension can be even greater when there are criminal charges with the prospect of imprisonment.
2. Welcome the client when you meet him/her and introduce a few trivialities, just to lighten up the situation and reduce tension.
3. If you see the client in a consultation room, try not to separate yourself from him/her with a desk or table. This creates a barrier. Sit facing the client without any obstruction.
4. Talk generally about his/her problem first and before taking notes.
5. Always look the client in the eye and show genuine concern. Never give the appearance of being in a rush. Even if the legal advice being sought is trivial, show concern. Talk about section 68 when it is diplomatic to do so, and when you have properly assessed the case or problem.
6. Always return telephone calls, preferably fully briefed. When you receive a call or return one, and find yourself in a situation where you either cannot remember the client or cannot remember the facts of the case, stay cool. Tell him/her you don’t have the file before you and invite the client to talk. Very often when this happens, you will remember the facts of the case. If this still does not work, tell the client you need the file because his/her business is important and promise to return the call straightaway. Review the file and be sure to honour your promise. Usually the client’s main concern is that the file is being dealt with and that you are on top of the situation.
7. Always reply to correspondence quickly. In the case of email, try to do it on the same day.
8. Where you have a difference of opinion with the client, tell him/her that the office procedure is to have another colleague inspect the file and try and resolve the problem. Hand over the file to your colleague quickly and hope that by so doing the problem is actually resolved. Normally it is.
9. Where you have a problem file that you find hard to deal with, hand it over to someone else in the office, who will probably see it in a different light. Don’t sit idly by. Your partner or assistant may, with a fresh outlook, resolve the issue fairly promptly.
10. Give the client a small token if you can. Pens and key rings are highly acceptable and usually bring a smile. I have gone so far as to produce telephone cards, which went down extremely well. I also gave the clients old Irish pennies in mint condition. Some of the clients have these after many years and still talk about them. Nobody expects to walk into a solicitor’s office and walk out with a present. They will always remember the gesture.

I honestly believe that, with good client care and a job well done, very little advertising is necessary and, as the barristers say, “nothing further occurs”.