Your client asks you for something extra. It’s small but you would be justified billing for it.
Don’t do it. If at all possible, give it to them, no charge. Because you are in a service business and that means keeping your clients happy.
At least that’s what Bob Farrell, founder of Farrell’s Restaurant and Ice Cream Parlor, would tell you.
“Give ’em the pickle,” Bob would say.
The other day, I watched a video about Farrell’s, which I remember from my youth. They had a big menu and a huge selection of outlandish ice cream dishes, all served up with a big dose of fun.
The video told the story about a regular customer who always asked for and got an extra pickle with his hamburger. One day, he asked a new waitress for an extra pickle but she insisted on charging him for it. He left the restaurant and wrote a letter to Bob Farrell, complaining and vowing never to return.
Farrell wrote back, apologized, offered the customer a coupon and encouraged him to return, which he did.
Farrell began training his employees and corporate staff on the importance of going the extra mile to take care of customers. His “Give ’em the pickle” policy and training was a big success for Farrell’s and many other companies that adopted it.
It’s the little things we do for clients that make a difference. The little things are often the reason clients return to you with their next legal matter, and the reason they tell their friends about you.
So, when they ask for something extra, look for ways to give it to them. The cost to you is negligible compared to the lifetime value of the client (and his referrals).
But don’t wait to be asked. Client’s appreciate the extra touches–your handwritten thank you note, personally greeting them in your reception area, or calling to see how they feel after their latest medical procedure.
Whether or not a client asks for something extra, look for ways to give ’em the pickle.
Treating client’s right is the key to repeat business and referrals
