Don’t Give Up on Your Client

We still have a week to go, but this year’s March Madness has already given basketball fans some wild moments and thrilling games. A few days ago, a UConn freshman sunk a last-second three-point shot to pull his team to victory over Duke despite a 19-point deficit earlier in the game.

Watching the determination of the players—even through mistakes and misteps—reminded me of a recent client interview. Due to some bad luck and misaligned expectations, the client had a negative experience with the firm and chose to move the work. However, a few years later, the same client had a matter come up, and when his usual firm was conflicted out, he asked the previous firm to step in and help:

“[The relationship partner] put the right people on it and helped us out. They know our style. So, despite the past matter, it was nice to be back with them, and they were great stewards of the case.”

He praised the relationship partner for maintaining a relationship in the years after the mishap, understanding what had gone wrong before, and not repeating those mistakes.

We hear stories like this all the time, and it’s a great reminder to not give up on clients, even when matters don’t work out and clients pull work. The next time it happens:

• Apologize if the firm messed up and take ownership.
• Present a clear path forward. Ask the client contact how the firm can recover from the mistake and let the client know how the firm will incorporate those suggestions.
• Taking into account the client’s preferences, maintain contact even if the client cuts off active work.
• Consider sending proactive updates on industry news or other value adds to maintain ties.

The mistake doesn’t have to end the relationship. And even if it does end it temporarily, relationships and needs often change down the road. Don’t give up.