Insure client relationships by institutionalising them

By Linda Julian

"Risk happy" is the only way to describe the many law firms and other professional service providers who allow  -  and even encourage  -  a single lawyer or professional to "own" the relationship with a key client.

Julian Midwinter & Associates research shows that, contrary to the protestations of some "relationship owners", most clients are far happier, more secure, and reassured by being networked into the firm, rather than just relating to a single professional.
Letting an important client become attached to only a single person in your firm is never a good idea. 
Manage the many inherent risks by:

• developing a service team
• making the client familiar and comfortable with the whole team
• introducing new professionals through roles as team members on large matters or projects
• making key clients aware of your on-going training, recruitment, and development processes
• showcasing achievements of all members of your firm to clients
• regularly surveying client satisfaction with the service team
• encouraging relationship reviews which include your managing partner, marketing director, or an expert external consultant.

Not only are these steps good insurance, but they will help you to cross sell.