Strategies for Client Relationship Management After the Contract

Since y’all love my sales input—buckle up, because here comes another one. 🎤 You closed the deal. Congrats. You rang the bell, blocked your calendar for a round of golf with your bros, maybe even updated your LinkedIn with “#CrushedIt.” But now what? Is your customer being passed off to a CSM? Cool. Then that CSM better work their tail off to build and keep that relationship. I’m not talking about a calendar invite and a infographic. I’m talking about the real work. The human work. 💁♀️ Here’s what’s been meaningful to me as a customer (aka real-life human): • ✍️ A handwritten note. Not a template. Not AI. A real pen on real paper. • 🍫 A meaningful gesture—one vendor sent chocolates, another made a donation to a local children’s hospital during Childhood Cancer Awareness Month in my son’s name (don’t worry he’s good-4 years cancer free🎉) That didn’t just stand out. It stuck with me. • 🙋♀️ Ask how I’m doing. Ask about my family. Show me you care about me, not just my district’s PO system. • 📆 Check in, but don’t overwhelm. One of my favorite vendor partners? They schedule a quarterly check-in. Just enough to be helpful, not hover-y. • 💸 Send grants my way! Public education funds are disappearing fast. Be a partner who helps me find money, not just spend it. Sales isn’t just about the handshake. It’s about the follow-through. The “I’ve got your back” after the contract is signed. If you’re in sales and you want to stand out stop thinking transactional and start thinking relational. (And yes, I’ll keep the sales tips coming. I might need a punch card soon. 🛒) #K12 #SalesTips #CustomerSuccess #EdTech

One of the most overlooked business development opportunities is also one of the simplest: Show up with something helpful—especially when no one asked you to. Not with a pitch. Not with a sales message. Just with value. This kind of effort is what builds strong, long-term relationships. It’s the follow-up after a matter closes. The check-in that isn’t tied to a new engagement. The introduction between two people in your network who should know each other. The upside isn’t always immediate or obvious. But that’s exactly why it works. Clients and contacts remember the lawyers who bring value consistently, not just when there’s a deal to close or a bill to send. They remember who paid attention. Who thought of them. Who helped without being asked. And lawyers are uniquely well-positioned to do this kind of thing. You’re in the flow of information. You see developments across industries. You’re connected to smart people in different spaces. You sit at a vantage point where you know things others don’t—and you often know who would find those things useful. That gives you a wide range of ways to "show up": - Share a relevant article with a brief “thought this might be helpful” note. - Flag a regulatory update you know your client hasn’t seen yet. - Make an intro between two people who share a challenge or a market. - Connect your client with a potential customer or client. - Offer a quick thought on something you saw in their industry that could affect them. None of these actions takes long. But they signal something powerful: I’m thinking about you. I want to help, even when I’m not being paid to. And that signal helps build strong relationship equity. Over time, these small moments add up. They build trust, credibility, and keep you top of mind when opportunity strikes Here's the strategy in a nutshell: - Be generous with what you know. - Be helpful when you don’t have to be. - And keep showing up—even when there’s nothing “in it” for you. Pick one contact today. Ask yourself, "How can I help this person?" Then do it. Let me know how it goes!

This Common Belief Is Misleading: Belief: "Satisfied clients will always come back." Misleading...unless you're actively engaging them beyond the initial service: -Counterproductive Action: Failing to follow up post-consultation. -Counterproductive Action: Not personalizing your communication to individual client needs. -Counterproductive Action: Ignoring client feedback on your services. Strategies for Achieving Higher Retention: Action 1: Personalized Follow-Ups Example: Sending tailored resources related to the client's last session. Example: Quarterly check-ins to reassess client goals and progress. Action 2: Reward Loyalty Example: Exclusive offers for returning clients. Example: Special recognition in community newsletters. Action 3: Continuous Improvement Example: Implementing changes based on client feedback surveys. Example: Offering new services or workshops based on popular demand. If you focus on these strategies, you can expect not just satisfaction, but loyalty and advocacy from your clients. Let's Discuss: What strategies have you found most effective for retaining clients? #clientexperience #retention #clientsatisfaction

Too many people view client relationships as transactional. You sign a contract. Send the invoice. Close the client. But I’ve realized that the best client relationships are built on genuine personal connections. This means: - Knowing who you're working with - Understanding their days - Empathizing with them Business and life are not mutually exclusive. Asking about a client's family, hobbies, and goals shows that you care for more than just their business. The problem is that most agencies don’t understand that clients can hire anyone to do their work. They chose you. And often, not just to solve a problem. Clients want to work with great people- not just great companies. There are 5 ways that I infuse this ideology into my interactions with our clients: 1. Be yourself. You don’t need to act a certain way just because “that's expected.” Show up with the attributes that make you, you. 2. Address issues head-on with empathy and transparency. When in doubt, I’ve found being overly transparent works better than being guarded. Vulnerability engenders trust. 3. Practice active listening in meetings. Give your full attention, ask thoughtful questions, and mirror back what you hear. Make your clients feel heard and understood. 4. Spend 5 mins at the start of the meeting just chatting. It’s easy and goes a long way. 5. Share relevant articles and books, make introductions—whatever you can do to add value and show you actually care. And when they talk, really listen. Don’t just wait for your turn to speak, Hear what they’re saying. And the irony is that getting personal is how you get profitable with clients. They’ll be more likely to refer business You’ll get grace during the tough moments And they’ll be more likely to stay on longer When building relationships, aim for a trusted advisor, not an order taker.

Just wrapped up a project? Don't let that be the end of your client relationship. Here's the deal: → The end of a project isn't just a conclusion; it's an opportunity. → Past clients can be your future success stories. → But maintaining those relationships? That's the key. I've been there. Post-project blues, moving on to the next. But I learned something vital: Keep those bridges not just built, but well-maintained. Let's dive in: 1. Regular Check-ins - A simple "How's it going?" can go a long way. 2. Sharing Value - Send them articles, tools, or insights relevant to their industry. 3. Celebrating Milestones - Their success is your success. Acknowledge it. 4. Asking for Feedback - Shows you care about continuous improvement. 5.Offering Ongoing Support - Even if the project's done, your expertise isn't. Each point isn't just a task; it's building a relationship that lasts. Think about it. A former client calls you, not just because they need something new, but because you've stayed on their radar. You've shown that you're invested in their growth, not just their business. That's where the magic happens: → New projects pop up. → Referrals roll in. → Your network expands, and so does your reputation. And here's the best part: This approach isn't just good for business; it feels good. You're not just a service provider; you're a trusted partner. And in this digital age, that personal touch? It's golden. So, next time you wrap up a project, remember: It's not the end. It's an opportunity to build something lasting. #freelance #startups #webflow #nocode