Build Trust with Potential Clients to Win More Business

3 ways to establish and maintain trust throughout a conveyancing transaction.

"Many potential clients ask 'How much?', while really wanting to know 'How good is the quality of your advice?' In fact, nine out of ten consumers say they’ll pay more for superior customer service."

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Clients can be particularly cost-conscious during periods of economic uncertainty, with current world events it’s timely to arm yourself with the skills to have open and honest payment conversations with clients, so that you get paid what you’re worth at the end of the transaction.

In my experience, the solution is to build trust early. Here, I’m going to share three practical ways you can establish and maintain trust throughout a conveyancing transaction. Use these to win business and increase repeat clients.

1. Supply a clearly itemised quote

Clients often worry about being overcharged for services, particularly those they’re not familiar with. We all know the value of a taxi trip, but it can be harder to judge rates for specialised services that we seldom use. Set clients at ease by providing a single quote that itemises what you’re charging for.

Clients trust quotes that detail the value of items including:
legal fees
search fees
disbursements
bank transfer fees

GE Capital’s Major Purchase Shopper Study reveals that 81 % of consumers do online research before purchase. People are going to evaluate your quote and decide whether to contact you, based on how clear and competitive it is.

2. Shift the conversation from price to results, then listen

Many potential clients ask “How much?”, while really wanting to know “How good is the quality of your advice?” In fact, nine out of ten consumers say they’ll pay more for superior customer service.

The lesson? Stop jumping to price negotiations. Instead, demonstrate that you can make it easy for a prospective client to understand and complete their transaction with your firm. When people open-up and ask the questions that really matter to them, you’re almost certain to win their business. Show people the quality of your advice upfront to differentiate your firm from other conveyancers. Vitally, it allows you to take the first step towards building trust that’s based on the quality of your advice.

Equally important is giving existing clients the chance to tell you whether you’ve been easy to deal with. It’s likely that some areas of your customer service are not as helpful as you assume they are. Discover how clients want to work with you, set about providing ways to make this possible. You might like to send a survey, ask for feedback via email, or drop a casual question into conversation. It’s worth your while: when selecting a conveyancer, eight out of 10 home-movers say they look for someone who is a good communicator.

3. Keep clients informed at every stage of the transaction

When you’re carrying out instructions, adopt a systematic approach to client communication.

With clients, mortgage brokers and estate agents to manage, it can be tempting to cut corners to save time. No one likes to spend more time discussing a transaction than working on it. However, overlooking communication can make people question whether you’ve also missed important transaction details. Displaying good attention to detail counts for a lot when you’re gaining trust.

I highly recommend using automated notifications to let relevant parties know about activity at each stage of the transaction. Conveyancers who do this save time, and cut down on the number of enquiries about the status of the matter. With 60% of home-movers preferring email to telephone, it’s also likely to result in satisfied clients.

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