The Power of Happiness

From a happy client base, great things flow. Making that fact work for you is a crucial part of any business strategy.

For Cashroom, and for any business, happy clients bring innumerable benefits. I’m going to explore things from our perspective, as a supplier to law firms, however the principles are just as relevant for law firms and their own clients.

Happy clients talk (almost as much as unhappy ones!). We analyse our sources of business, and our enquiries via client referral are one of our top three sources of work. Of course those kind of referrals have an added value- firms who have been referred to us in that way already have a level of trust and belief in our solution. Law firm owners- are you harnessing the power of your contented clients as a source of new referrals? Are you encouraging them to leave positive reviews? Are you taking care of your star ratings?

Happy clients can be helpful in strategic ways – case studies and testimonials on collateral and on websites can be very powerful. Even more valuable are those wonderful clients who will take reference calls with prospective clients- often forming a clinching element as they expound the benefits of what we do to a buyer who sees that endorsement as a final factor before signing.

Key networking groups very much rely upon suppliers being viewed in a positive light by their member firms- again, word of mouth spreads and if the group consensus is positive, then this can lead to opportunity. It’s also of course the case that bad reputations spread even faster, and can be extremely damaging! If your clients are part of a community, rest assured that discussion about your performance will be happening. And of course these days, ‘community’ can include social media activity- happiness or dissatisfaction can spread far and wide!

Happy clients buy more services from you- if they love our cashiering, they’ll consider our Management Accounts. For law firms, if you do a great job on preparing a will, chances are the client may use you to buy their next house. Are you capturing those cross referral openings and acting upon them strategically and sensitively?

Finally let’s not forget our own staff- happy clients create happy staff, and vice versa. Working for people who like what we do is a much more pleasant experience. Not to mention the fact that happy clients stay with you- in our case for many years. Client retention is one of the best indicators of client satisfaction.

So come on lawyers- make your clients happy and watch those benefits roll in!