Studies show that one angry client can influence 67 other people. Can you afford that? And those studies were done before we had the Internet available to help us spread the news. Would you repeat the story about the clerk that helped you with a pleasant smile or the salesperson that ignored you while she talked to her girlfriend on the phone when you needed assistance? How would you feel if a group of disgruntled clients set up a Web site devoted totally to how they felt they received shoddy service from your lawyers or staff? A nightmare? Most definitely!

What can you do to help ensure that your clients don’t get angry with your firm, your partners or your support staff? There are some simple things that, once put into practice, can make a big difference in the way your clients look at your firm.

Answer the phone before it rings three times. AT&T completed a study and found that by the fourth ring, an individual’s blood pressure actually rises when the phone goes unanswered. Can you afford to aggravate your clients before you even get a chance to talk with them?

Treat your staff with respect. Your staff is the very core of your business and often set the tone for the first impression a potential client might have of your firm. If your staff know you value their skills and dedication, they will treat your clients with the respect they deserve. When was the last time you told your staff how much you appreciate what they do for you?

Smile more. When you walk through the reception area and there is a client waiting, do you smile and say hello when you go by? Do you smile when talking on the phone? Believe it or not, you can tell when a person is smiling on the phone and it makes a difference to the person on the other end. Do your clients feel welcome when then come into your office or talk to you and your staff? Or do they feel like they’re bothering you and you’d rather they go away?

Return phone calls promptly. One of the top complaints from clients about their attorney is that they can’t get them to return their calls. Accessibility is vital to building successful, ongoing client relationships in today’s business climate. Doing something as simple as returning their call quickly shows your clients that you respect and value them.

Take pride in your work product. The difference in a well-proofed, well-written document and one that has typos or rambling sentences makes an impression on your clients and their opinion of you and your firm. It pays to take a few minutes to make sure each document is the quality product you want associated with your name.

Consider everyone as your client and customer. Vendors, the person sitting next to you, your boss and your partners are all your customers - not just the person to whom you provide legal services. If you make it a practice to treat everyone with respect and always find new ways to help them, you will receive the same back. Remember, you reap what you sow.

Communication. Communication is crucial to all working relationships among attorneys, staff and clients. Take the time to communicate with your secretary or the receptionist when you leave the office and tell them when you will return, when you’re taking calls and when you’re not available. If you are going to be in meetings, remember to change your voice mail so your clients are not expecting you to return their call immediately. If they know you are not available, they can make the decision to talk to someone else in your office or at least know it may be a day or two before you can get back to them.

Think about it. How would you like to be treated if you were in need of legal services? Which firm would you choose? One that made you feel like you were their most important client or one that made you feel like you were imposing on their time?