Rainmaking Recommendation #37 – The 3 Little Words Never to Say to a Client

(N.B:  This was not the original Rainmaking Recommendation that was to be sent out today, but due to an increasingly frustrating phone call with a major website last night in which those three little words were used over and over, it had to be sent).

When a client sends you an email or calls you on the phone with a question to which you do not know the answer, what is your typical response?

If it’s those three little words:  “I Don’t Know”, you’ve committed a major faux pas with your clients.

Your answer should always be:  “I don’t have the answer to that right this second, but I will find it for you.  Let me get back to you shortly.”

This is because they are relying on you to be their advisor.  They called you because they trust and like you; they know that you will help them find the answer to their questions.  If you don’t know the answer, take a moment and find it for them.  If you cannot find it, there is someone in your network of people (you are building your network of people – right?) who does know the answer.

This is when you either:

a)      Call your contact who does the answer and ask them to contact your client personally (a referral), or

b)      You could call your contact and get the answer for your client and then call your client to provide them with the answer.

Your client will appreciate the fact that you found this answer for them and this will endear you to your clients.   Happy clients give referrals.

While you will not know the answer to every question you are asked, you can try to find the answer. If, in the end, you still cannot find the answer, let the client know what you have tried to do to try obtain this answer.  They will still appreciate that you have gone above and beyond for them.

Rainmaking Recommendations are sent the first and third Wednesdays of the month.  They are bite size tips that when implemented will cause you to make rain. To learn more about Rainmaking, Goal Setting and Achieving the Life you want as an Attorney please contact Jaimie B. Field, Esq.

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