You wouldn’t have a CLNC® business without your attorney-clients. And once you gain an attorney-client, you want to keep that client for life. A single attorney can represent hundreds of thousands of revenue dollars to you as a Certified Legal Nurse Consultant. The CLNC Pros share 15 tips for retaining attorney-clients through good old-fashioned customer service. That’s right – in the age of A.I., simple customer service is always in vogue. Check in and grade yourself on how you’re applying these attorney-client retention strategies.
Practice Excellent Work Product
- Attorney-client retention begins the moment you accept your first assignment. The initial contact and first impression are crucial in shaping the relationship going forward. During your first communication with the attorney, take the opportunity to establish clear instructions and set realistic expectations for the work. It’s important to have a detailed conversation with the attorney about the specifics of the case. Discuss their expectations, the type of work product they prefer and any nuances that are essential for a successful outcome. Equally important are logistical factors such as the budget and deadline for the project. This foundational conversation serves not only to clarify the scope of the task at hand but also to lay the groundwork for future collaboration. By ensuring mutual understanding from the outset, you increase the likelihood of repeat business and long-term success. This philosophy has forged 20-year relationships with attorneys and has led to numerous referrals to new attorney-clients.
– Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
- When I first became a Certified Legal Nurse Consultant, I worked more hours on a case to ensure I provided a quality work-product. As time went on, I became more efficient in delivering a quality work product. The extra hours I put in initially definitely benefited me and got me to where I am today. I believe this has helped me to retain clients that I continue to work with today. Whether you’re just starting out as a Certified Legal Nurse Consultant or have been in business for years, it always pays to exceed the attorney’s expectations. Triple check your work. Pay attention to spelling and grammar errors. Make sure your work product is clear, concise and consistent. Keep pertinent facts in chronological order. For complicated cases, take a break before diving back in. Stepping away for a few hours or even a day can help ensure you deliver all the facts and opinions clearly.
– Michelle Neal, RN, BSN, CLNC
Collaborate
- While a case is active, I stay in close contact with the attorney. I don’t call or email them for every little thing, but I do make a point of letting the attorney know when I discover new and important information in the case. I keep the attorney informed about my progress and create an atmosphere of joint collaboration.
– Dale Barnes, RN, MSN, PHN, CLNC
- When my attorney-clients suggest additional information be included within a report (per their personal preference), I always ensure I deliver exactly what is requested. This shows the attorney you are listening and willing to meet their needs. My attorney-clients appreciate how efficiently I incorporate their recommendations, which is why they continue to use me.
– Michelle Neal, RN, BSN, CLNC
Track Your Cases
- I track all my cases using what I call a “Priority Review Table.” As each case comes in, I quickly add it to the table including the type of project, due date and the assigned CLNC subcontractor. I also track the progress of the project from beginning to end. This table acts as a quick reference so that when an attorney-client emails a question or needs to reprioritize the case, I am able to respond promptly without taking time away from the project that is in front of me. It also helps me to focus and maintain my productivity levels.
– Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
Communicate
- My attorney-clients respect and appreciate that I provide a status update on pending cases. This best practice demonstrates that you’re organized and maintain communication, especially on cases that may take a long time to complete. My attorney-clients send multiple cases at once without specific deadlines. I always provide a status update if it’s been a few weeks since we’ve talked and the requested work product is in process. The attorneys are always grateful for the communication. Always remain professional, respectful and honest with your attorney-clients.
– Michelle Neal, RN, BSN, CLNC
- During the course of a given assignment, if there are unexpected challenges in completing the project, I stop what I’m doing and send an email requesting a conversation (if warranted), or simply inform the client of what information is required to complete the work product. For example, there have been times when I may have been knee deep in a project, but then have to come to a screeching halt, because a significant amount of records are missing, or the case is more complex than expected or a budget cannot be maintained. These conversations and emails are always welcomed and appreciated. Often times, a collaborative strategy to overcoming the specific challenge is developed, followed by the response, “When you finish this case, I have 3 others for you.”
– Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
Give a Little Extra
- I anticipate the attorney’s needs and always give a little more than requested. For example, when screening a case, I add a few relevant research studies. On the invoice, I indicate this free gift by writing “no charge – professional courtesy.” I also provide a risk-free guarantee to all first-time clients. I guarantee they will be happy with my work product, or I will re-do it or refund their money. What have they got to lose? A few years back, I offered this to a new client. Two weeks later and after delivery of the report, I asked if he had any questions. He replied that the report was not what he expected. I used this as an opportunity to remind him of the risk-free guarantee and asked what he was expecting. He wanted a narrative chronology, and I had given him a table format. I re-did the report. Had I not offered this guarantee, it might have been the end of our professional relationship. Instead, we’re still working together after all these years.
– Dorene Goldstein, RNC, BSN, CLNC
Meet or Beat Deadlines
- I always meet or beat deadlines. Although I make every effort to educate my attorney-clients that planning ahead helps me to help them, sometimes “rushes” are required. When I am able to accommodate the “rush” or even beat the deadline, it communicates accountability and reliability and keeps the relationship strong.
– Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
- Meeting deadlines is top priority. There is nothing better than a good report done on time to retain an attorney client. I also try to go above and beyond what the attorney asked for to give a wow effect. That shows my integrity and my commitment to the legal nurse consultant job.
– Marcia Bell, RN, BSN, CAPA, CLNC
- One of the worst things an attorney can tell me is that there is no deadline for the report. Being a procrastinator, this lack of information can be dangerous. To alleviate issues, I provide a deadline for the attorney and then I get the task completed a few days before the due date.
– Dorene Goldstein, RNC, BSN, CLNC
- I prioritize the work product to ensure I meet all deadlines. I aim to beat deadlines and do my best to accommodate rush cases. Attorneys really appreciate this. Some of my attorney-clients provide me with multiple cases at once, often without providing a specific deadline. It’s important to organize and prioritize pending cases to ensure you meet or beat all deadlines. Additionally, timely communication can make the difference of gaining new clients or retaining current clients. I recently had a new potential attorney contact me. I returned his call within an hour. The attorney really appreciated how timely my response was and told me that he had a few legal nurse consultants he had called first, but I was the first to call him back. My timely response gained me a new client and five new cases.
– Michelle Neal, RN, BSN, CLNC
Put Yourself in Front of Attorneys
- Exhibiting is one of my most effective ways to retain attorney-clients. Before the legal conference I review the list of attorneys who have registered. I make sure that I know what cases I have done for which attorneys. That way I can greet them and ask about the cases. I hope that it will remind them that a Certified Legal Nurse Consultant made their case stronger. At one law conference I saw ten attorneys that I had previously consulted with. On one of the cases I had charged over and above my usual rate because it was a rush job and I felt guilty. When I saw the attorney at the conference, he informed me that the case settled for up to three million dollars. Never again will I feel guilty for charging extra for a rush job.
– Marcia Bell, RN, BSN, CAPA, CLNC
Show What You Can Do
- One of my attorney-clients asked me to screen a potential medical malpractice case. This case involved a failure to recognize a non reassuring fetal heart tracing. When I screened the case I identified that the attorney needed a perinatology expert. Since I had never located an expert for this particular attorney, I provided him with this service. He never realized that this was something that I could do for him, but now he does.
– Dorene Goldstein, RNC, BSN, CLNC
Express Gratitude
- Always approach each attorney-client and their case with gratitude and appreciation. Acknowledging the value of the attorney’s trust and the opportunity to work on their behalf sets the tone for a positive relationship. It’s essential to express genuine thanks for each assignment and to show that you value the work and the partnership. Equally important is maintaining a humble and transparent approach in all communications. By being open, honest, and clear in your conversations, you build trust and foster a stronger attorney-client relationship. This approach not only promotes effective collaboration but also demonstrates your commitment to the success of their case.
– Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
As Dorene Goldstein, RNC, BSN, CLNC says, “Obtaining a new attorney-client is great, but receiving additional work from an existing client is amazing. Nothing is better than getting a call from an attorney-client requesting me to consult on a new case.”
Thanks to all the CLNC Pros for sharing their attorney-client retention strategies.
Success Is Yours,
P.S. Comment and share your unique retention strategies.
