If you asked your clients identify the biggest change you've made in your business in 2009, what would their answer be? Would they be able to name anything (besides your rate) that you've done differently in the past 12 months? Would you?
For 2010, I challenge you to resolve to make a change in your business your clients can't help noticing. Not sure what to change? Ask them.
Send each client a letter the first week of 2010 that says:
As the New Year arrives, we are grateful for the opportunity to continue to serve you. For 2010, we're resolving to serve you better. That's why we're asking all our clients the following question:
If you could make one change in our business, what would it be?
Nothing's off the table. If you think we need to charge differently, stay open longer, use different technology, or even answer the phone faster, let us know. We're committed to making our business better for your business.
We'll collect the answers, and post them in our office for everyone to see. On January 31, we'll choose (at least) one to implement in 2010. Of course, we'll keep you up to date on our progress, and may ask you for some help in getting everything "just right."
Thanks again for being our client — and for helping us to become the law firm you deserve!
Once all the responses are in, consider hosting a "Resolution Party" to sort through and prioritize the responses with your clients. And don't forget to ask them for their resolutions for their own businesses — you may just find a few things you can help them with, too.