Yesterday on Clubhouse (an audio only social media platform), I shared these 7 action items that my law firm and consulting services are focusing on while moving forward with business in 2021. The ideas were well received and so I’m sharing them here too.
The goal is to take what my different business teams learned in 2020 and use that information to better serve our clients while protecting the long-term viability of our businesses moving forward in 2021. Most of these ideas we actually initiated years ago but, we’re improving upon what we’ve been doing because of the lessons we’ve learned from COVID-19, social distancing and working from home. I hope these ideas plant a few seeds giving you new ideas moving forward.
#1 Communicate with clients the way THEY want to be communicated to.
Our clients and customers all have a lot on their plates right now. With this in mind, do your best to communicate with them in a way that reduces friction and makes it as easy as possible. If a client wants updates by text, give them text updates. If a client wants to see your smiling face via Zoom, use Zoom. Give clients what they want and you’ll be thought of as part of the solution and not the problem.
#2: Build life-long relationships: Pay attention to who promotes you. Stay top-of-mind by paying attention to your brand advocates.
If there’s one thing we learned in 2020, it’s that relationships matter. People who like, respect and trust you, will go out of their way to help you. They understand when things take a bit longer because services are delayed or shut down (our courthouses are basically closed), that we’re all in this together. As a matter of fact, because they trust you, they rely upon you more than ever in times of need.