Ask if you can line up a visit for all the people who regularly work with that client, including secretaries, paralegals, associates and partners. Tour the plant or building, and arrange a meeting to introduce everyone face to face and discuss ways to make the relationship go smoothly. Arrange to call various numbers at your firm periodically to assess how long it takes to answer the telephone, how friendly or helpful your personnel are, and whether outgoing voice mail messages are up to date. Use this as ammunition for improving service, such as staff or attorney training programs or a reprogramming of your telephone system. Organize client recognition events.
Good clients deserve to be recognized and rewarded for their loyalty and their business.
Plan an annual event with each of the firm's most significant clients, tailoring the function to their desires, personnel, etc. Celebrate the anniversary of a new headquarters building or the date the company was founded. Showcase your clients. Invite them to speak at firm seminars or write articles for your firm newsletters. Feature them in your ads.