For those people tapped into the pulse of social media, every action online seems to be a relationship. Blogging? Reach out to new customers and people. On LinkedIn? Find more people for your network. Twittering? Get more followers… and find others to follow. It can be exhausting.
Taking a step back from this digital frontier, it’s important to realize that relationship building starts offline. For those in a client service role, this is critical to the success of your group or businesss. Attorneys practicing at any size law firm, from solo to the AmLaw #1, take this to heart. First and foremost is clear, consistent communication to a client. Delays or other problems should be conveyed through a phone call. Honesty comes next: hold yourself accountable for mistakes. While the client may be pissed off, it will be appreciated. As someone on the other side of the fence, you know when someone is full of BS. Lastly, be human. I have one vendor right now who always sounds like a robot (in person and over email). I feel at times if I’m dealing with someone at an oversea’s call center. Make a personal connection, it’s not that difficult.
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