Strategist - The FindLaw Law Firm Business Blog

How Not to Get 'Ghosted' by Clients

If you get ghosted by a client, there's not much to say.

Literally, it means the client is not talking to you anymore. No call-back. Nothing. Like a ghost.

There's not a lot you can do about it, either; that's why getting ghosted hurts. But here are some things you can do to make sure it doesn't keep happening.

Dear Abby

First of all, ghosting is really a heartless tactic of ex-friends or ex-lovers who abruptly dump others. Abby says you might need counseling to get over it.

Clients who dump you are not really "ghosting" you in that sense -- unless you crossed the ethical line with them. Then you definitely need counseling.

But a business consultant is also a good idea if you are losing clients and it's hurting your business. Tracey Than, writing for Law Practice Today, says many law firms don't keep in touch with clients.

"Too often, we see all resources devoted to client acquisition, leaving client retention on the back-burner," she says. "Client retention is arguably one of the most crucial objectives that law firms must always keep in mind."

Client Retention

Than says client retention is about customer service: friendly phone calls, answering questions thoroughly, treating clients with genuine interest and kindness.

"Personal details go a long way in client service," she notes. "The more personalized service that a client experiences, the more connected and invested they will feel toward the firm."

Because of their size, large firm lawyers sometimes lose that personal touch with clients. Small firms and solos can offer a first-name basis in those client relationships.

So if you get ghosted sometime, it will hurt. But if you work on client retention, it doesn't have to be that way forever.

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