12 Attorney-Client Retention Strategies for Certified Legal Nurse Consultants

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 12 tips for retaining attorney-clients through good old-fashioned customer service. That’s right – simple customer service is always in vogue. Check in and grade yourself on how you’re applying these attorney-client retention strategies.

Track Your Cases

  1. 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

Respond Promptly to Requests

  1. I respond to emails and phone calls from attorney-clients within 24 hours. Since I travel quite a bit, I rely heavily upon my Blackberry®. If an email streams across that can wait until I return to my office later that day, I respond at that time. If not, I am able to acknowledge my client’s request quickly. This gives the attorney confidence that I’m on it.
    Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
  1. My attorney-clients know that I am available to them at any time. I tell them to call or email me with any questions or to bounce ideas off of me. The attorneys appreciate this. I also extend the same invitation to their paralegals.
    Jane Hurst, RN, CLNC

Meet or Beat Deadlines

  1. 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 time and time again and keeps the relationship strong.
    Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC
  1. Keep your time commitments. Always carefully consider deadlines when making commitments to your attorney-clients. Think about the work and other deadlines you already have, so you do not over commit and risk compromising your work product and reputation.
    Linda Turner, RN, MSN, NNP-BC, CLNC

Practice Quality Improvement

  1. Working with employees, subcontractors and various vendors makes quality improvement paramount to the success and reliability of my CLNC® business practices. I have regular conversations not only with my attorney-clients, but with their paralegals, legal assistants and secretaries to obtain feedback, receive suggestions, discuss concerns and welcome compliments!
    Suzanne E. Arragg, RN, BSN, CDONA/LTC, CLNC

Stay in Touch

  1. 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, CLNC

Leave Your Other Cases at the Door

  1. Let your attorney-clients believe that they and their cases are the only things on your mind when you are dealing with them. There is no reason for them to know you are juggling 10 cases at one time!
    Margaret Gallagher, RN, BSN, MSN, CLNC

Give a Little Extra

  1. I anticipate the attorney’s needs and always give a little more than requested. For example when I am screening a case, I add a few relevant research studies. On the invoice, I indicate this “free gift” by writing no charge – professional courtesy.
    Dorene Goldstein, RNC, CLNC
  1. I always give my clients more than they expect. In addition to the agreed-upon reports and services, I always try to do a little something extra, like a chart, some deposition questions or articles. I want them to know that they always get their money’s worth.
    Jane Hurst, RN, CLNC
  1. Always inform the attorney of other CLNC® services you can provide as they relate to the case you are working on.
    Mildred Mannion, RN, BSN, CNOR, CLNC

Live the Golden Rule

  1. Treat your attorney-client exactly the way you want to be treated. When you provide first-class service, you usually get first-class response in return.

    Lawrence H. Frace, RN, CLNC

Thanks to all the CLNC® Pros for sharing their attorney-client retention strategies.

Success Is Inside!

P.S. Comment and share your unique retention strategies.

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