Adding value

What does it mean to ‘add value’ to your client? Here are three ways to impress without adding to your costs.

“Try not to become a man of success. Rather become a man of value.”

Albert Einstein (attributed)

It’s more than commercial awareness

Recently, I heard an experienced solicitor say that ‘adding value’ means ‘understanding your client’s business’. That’s a part of it, certainly. But only a part.

1. Mitigate uncertainty

Few people enter a legal process willingly. For most people, the experience is accompanied by a good dose of stress.

One of the most stressful things for a client is relinquishing control of their affairs to someone else. Many clients will feel helpless to influence an outcome which could affect their life in a material way.

You can mitigate uncertainty for your client by explaining the legal process. Reduce the fear of the unknown and you will reduce stress. The value of not having to worry is priceless.

2.Be reliable

If you’ve ever waited at home for a delivery which didn’t turn up you’ll understand the value of an update by phone or text.

Whether your client is a solicitor or not, earns millions or pennies, she has things to do.  Keeping her in the dark about when you’ll deliver a set of papers communicates that you think your time is more valuable than hers.

Delays happen. Some delays will be out of your control. But make sure you pick up the phone to explain what’s going on. It allows your client to re-plan the day and not waste valuable-to-her hours.

3. Help your client to help you

Most people want to be a good guest in someone else’s home.  The trouble is that generally, we expect other people to know by osmosis what being a ‘good guest’ means.

When a client comes into your practice for the first time, she might not know how she can help you. So you need to explain what being a ‘good client’ in your practice means.

Setting the ground rules at the start is helpful. It eliminates guess work, sets expectations and clarifies responsibilities. Your client will value you taking charge to help things run smoothly.

The value of certainty

In modern life uncertainty has become the norm but not everyone is happy about that state of affairs. For those who don’t like uncertainty, the value of a stress-free day is very high indeed.

Reduce uncertainty at every turn. You will delight your client and generate repeat instructions.

Creating a value-add service

In Junior Entrepreneur we guide you through the steps to create a highly valuable client experience before, during and after a matter.

If you’re a barrister who is actively growing a practice at the Junior Bar register today to learn proven methods to raise your profile, connect with clients and grow your practice.

By Heidi Smith
Creator of Jurilogical.com