Episode 218: Client Care Calls: The Who, What, When, Where & How
Hire and Empower with Molly McGrath
English - August 22, 2023 10:00 - 1 hour - 94 MB - ★★★★★ - 8 ratingsManagement Business Careers businessdevelopment empowerment employeeempowerment employeetraining firing hiring leadership legal staffing teamdevelopment Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Molly discusses the importance of client care calls for both employees and the firm, and provides guidance on how to get started and conduct them effectively. She outlines three different funnels for client care calls: existing clients, past clients, and past prospects. She also highlights the benefits of implementing these calls, such as improving client satisfaction, generating additional revenue, and building credibility with referral sources.
Key Takeaways
Client care calls can be a valuable tool for employees to make a difference and create value within the firm. There are three different funnels for client care calls: existing clients, past clients, and past prospects. Employees should take ownership of client care calls and use them as an opportunity to enhance the client experience and generate additional revenue. Client care calls can be integrated into daily, weekly, or semi-weekly routines, depending on your role. Calls can be divided among team members based on different client categories (existing clients, past clients, past prospects). The information gathered from the calls should be documented in the firm's CRM system for future reference.
Quote for the Show: "You are a valued, highly valued team member regardless of what seat you sit in." - Molly McGrath
Links
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