Solo Practice

Pump Up Your Word of Mouth by Focusing on the Last Interaction

By Garrett Worley

Michelle Golden of Golden Practices says if you want to get great word of mouth for your firm, you need to focus on your last interaction with clients. Commenting on Seth Godin’s post on the last interaction, she notes:

The last interaction, in my experience, is responsible for virtually all of the word of mouth you’re going to get, positive or negative.

Chances are, your attorney marketing plan doesn’t pay too much attention to follow-through with clients. After all, marketing is all about dazzling clients and getting them in the door, isn’t it? Well, none of that matters if your clients walk away dissatisfied and spreading negative word of mouth. Consider for a moment that law firm marketing costs six times more to bring in new clients than it does to retain current clients, and you’ll start to get the picture.

Full post as published by Garrett Worley's Blawg on February 10, 2008 (boomark / email).