Tailored Client Communication

One bad conversation can stall a deal.  (Let's fix that.) Here's the trap even the best can fall into: ✅ You said, “Can I get 15 minutes?” ❌ They heard, “You’re just a name on my calendar.” ✅ You said, “Here’s our pricing page.” ❌ They heard, “You’d better be ready to commit.” ✅ You said, “Do you have any questions?” ❌ They heard, “I’m done talking, it's your turn to buy.” In client development, tone is strategy. And the difference between pressure and partnership? Just a few words. Because the real challenge isn’t getting time  with a client. It’s making that time count. Here are 12 proven phrases to build trust  (without sounding like a sales rep): 1. “How have things been going with [X]?” → Feels personal, not transactional. 2. “What’s your thinking around [this topic] these days?” → Opens a door, not a pitch. 3. “What would success look like if everything went right?” → Focuses on their goals, not gaps. 4. “What’s one thing you’d love to improve in 90 days?” → Specific, hopeful, and actionable. 5. “What feels risky or fuzzy about this?” → Makes doubt safe to share. 6. “Want to sketch some options together?” → Co-creates instead of prescribes. 7. “Want me to mock up a few paths forward?” → Shows flexibility, not a fixed pitch. 8. “Want to hear how others tackled this?” → Adds value, zero pressure. 9. “What would need to shift to make this a priority?” → Respects their timeline, invites partnership. 10. “Would a custom version be more helpful?” → Tailors the next step to them. 11. “Great point, can we unpack that together?” → Builds trust through collaboration. 12. “What’s the best way I can support you right now?” → Puts their needs first, signals partnership. These phrases do more than sound better. They feel better. Because they reflect how great BD actually works: 👉 With empathy 👉 With curiosity 👉 With clients, not at them Try one this week. It could turn a stalled deal into a deep conversation. Which one will you lead with? 📌Follow Mo Bunnell for client-growth strategies  that don’t feel like selling.

Lawyers can spend 10,000 hours mastering the law… and still lose a client in 10 minutes. Why? Because most clients aren’t just evaluating your expertise, they’re evaluating your communication. They are looking for a connection. And research backs this up: According to BTI Consulting, over 50% of client dissatisfaction comes from communication failures: - Slow responses - Unclear updates - Not listening That matters more than legal expertise itself. Consider this: Even if you’re on the right path, without updates from the GPS, you start second-guessing: Am I still headed the right way? Clients want that same reassurance in their legal journey. Here’s how I’ve shifted my approach (and how you can too): ✅ 𝗖𝗵𝗲𝗰𝗸 𝗳𝗼𝗿 𝗲𝘅𝗽𝗲𝗰𝘁𝗮𝘁𝗶𝗼𝗻𝘀 𝗲𝗮𝗿𝗹𝘆: “𝘏𝘰𝘸 𝘰𝘧𝘵𝘦𝘯 𝘥𝘰 𝘺𝘰𝘶 𝘸𝘢𝘯𝘵 𝘶𝘱𝘥𝘢𝘵𝘦𝘴? 𝘞𝘩𝘢𝘵 𝘧𝘰𝘳𝘮𝘢𝘵 𝘸𝘰𝘳𝘬𝘴 𝘣𝘦𝘴𝘵?” ✅ 𝗦𝗲𝗻𝗱 𝗹𝗶𝗴𝗵𝘁 𝘁𝗼𝘂𝗰𝗵𝗽𝗼𝗶𝗻𝘁𝘀: A quick “𝘚𝘢𝘸 𝘵𝘩𝘪𝘴 𝘢𝘯𝘥 𝘵𝘩𝘰𝘶𝘨𝘩𝘵 𝘰𝘧 𝘺𝘰𝘶” keeps the relationship warm. ✅ 𝗨𝗽𝗱𝗮𝘁𝗲 𝗼𝗻 𝗰𝗼𝘀𝘁𝘀: “𝘏𝘦𝘳𝘦 𝘪𝘴 𝘢 𝘲𝘶𝘪𝘤𝘬 𝘶𝘱𝘥𝘢𝘵𝘦 𝘰𝘯 𝘸𝘩𝘢𝘵 𝘸𝘦 𝘩𝘢𝘷𝘦 𝘸𝘰𝘳𝘬𝘦𝘥 𝘰𝘯”. Surprises erode trust faster than mistakes. ✅ 𝗜𝗻𝘃𝗶𝘁𝗲 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸: “𝘞𝘩𝘢𝘵 𝘤𝘢𝘯 𝘸𝘦 𝘥𝘰 𝘵𝘰 𝘴𝘶𝘱𝘱𝘰𝘳𝘵 𝘺𝘰𝘶 𝘦𝘷𝘦𝘯 𝘣𝘦𝘵𝘵𝘦𝘳?” opens doors. ✅ 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝘀: “𝘞𝘦 𝘩𝘢𝘷𝘦 𝘺𝘰𝘶𝘳 𝘰𝘢𝘵 𝘮𝘪𝘭𝘬 𝘭𝘢𝘵𝘵𝘦 𝘵𝘩𝘪𝘴 𝘵𝘪𝘮𝘦” - small details leave the biggest impressions. This week, take stock: - What process do you use to better understand expectations? - How often do you ask for feedback? - How customized and clear is your communication with the client? 𝗜𝗳 𝘆𝗼𝘂𝗿 𝘄𝗼𝗿𝗸 𝗶𝘀 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝘁, 𝗯𝘂𝘁 𝘆𝗼𝘂𝗿 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗮𝘃𝗲𝗿𝗮𝗴𝗲, 𝘁𝗵𝗲 𝗰𝗹𝗶𝗲𝗻𝘁 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝘄𝗶𝗹𝗹 𝗳𝗲𝗲𝗹 𝗮𝘃𝗲𝗿𝗮𝗴𝗲. This week, try one small shift: Set an update rhythm with your biggest client. Or simply ask: 👉 “𝘐𝘴 𝘵𝘩𝘦𝘳𝘦 𝘢𝘯𝘺𝘵𝘩𝘪𝘯𝘨 𝘐 𝘤𝘰𝘶𝘭𝘥 𝘣𝘦 𝘥𝘰𝘪𝘯𝘨 𝘣𝘦𝘵𝘵𝘦𝘳?” What’s one communication habit that’s helped you build trust?

The client complaint that changed everything: "Jimmy, I know you're working hard. But I have no idea what you're actually doing." That single sentence from a client made me completely rethink client communication. He wasn't wrong. I was buried in paperwork, research, and government delays. Working nights and weekends. But to him? Radio silence. I was speaking lawyer. He needed three different languages: Status updates in plain English. Not "USCIS has issued an RFE requesting additional evidence regarding beneficiary qualifications." But "The government needs more proof about your education credentials. Here's what we need from you." Timeline clarity. Not vague promises like "we'll be in touch when we hear something." But specific commitments: "You'll get an update by Friday at 3pm, even if it's just to say nothing has changed." Process visualization. We created a personalized roadmap showing exactly where each client stands in their journey. When an anxious client calls about their case, we can say "You're at step 4 of 9" rather than just "It's in process." I implemented this system when our small firm was on the brink. I was working 80-hour weeks and still drowning in client calls. The results weren't immediate. But within two months, we saw dramatic changes. Client complaint calls dropped significantly. Our team stopped dreading the phone. I reclaimed about 7 hours weekly that used to be spent reassuring worried clients. Most importantly? Our referrals grew. Clients who understand their cases refer more often than confused ones. This system works whether you're handling immigration cases, family law matters, or business formation. The languages remain the same even when the legal substance differs. It didn't just save that one relationship. It saved my sanity. If you've ever found yourself repeating the same explanations day after day, you don't need to work harder. You need to speak the languages your clients actually understand. P.S. What client communication challenge is stealing the most time from your practice right now?

Most presentations fail before they even begin. Why? Because they’re too generic. If your presentation doesn’t speak directly to your client’s needs, goals, and pain points, you’re losing engagement—and deals. Works for: ✅ Sales pitches ✅ Investor presentations ✅ Client onboarding I’ve seen too many professionals rely on one-size-fits-all slides. Here’s a common mistake I often see: People assume their audience will connect the dots between a generic presentation and their specific business challenges. I know it’s costing them lower engagement, less buy-in, and fewer conversions. However, this simple framework can help: The 3-Step Client-Specific Pitch Framework 1️⃣ Know Their Pain Points - Research their industry, recent news, and public data. - Ask questions to uncover their key challenges. - Example: Instead of “Our software improves efficiency,” say, “Our software eliminates bottlenecks in your manufacturing process, cutting lead times by 20%.” 2️⃣ Align Your Solution to Their Goals - Tailor your messaging to their objectives (cost savings, growth, efficiency). - Use relevant data, case studies, and examples. - Example: Instead of a generic product pitch, say, *“With your goal of market expansion, our platform can increase penetration by 15% in six months.”* 3️⃣ Speak Their Language - Avoid jargon unless your client is familiar with it. - Mirror their communication style—concise for execs, detailed for analysts. - Example: Marketing teams care about conversion rates; finance teams care about ROI. Here’s an example: A SaaS company pitching to a retail chain tailored their presentation by replacing general product features with case studies from similar retailers. The result? Immediate interest and a deal closed 30% faster. A client-specific presentation builds trust, strengthens relationships, and increases your chances of closing the deal. Use this framework to make your next pitch land with precision 👌🏻 What’s your go-to approach for personalizing presentations? Let’s discuss in the comments! 🚀

Your clients don't pay for your technical expertise. They pay for how you make them feel about that expertise. I'm unlearning everything I know about client relationships. I used to believe that delivering technical excellence was the foundation of client satisfaction. If I produced technically flawless work, clients would naturally be happy. But that's not the reality. What I'm embracing instead: • Thoughtful client communication that makes complex work digestible • Creating deliverables clients can interact with and show off • Focusing on the client experience rather than invisible backend work • Regular updates that demonstrate progress and value • Providing context that helps clients appreciate the work's impact I've seen too many brilliant technical experts lose clients while mediocre practitioners with superior communication skills thrive. Remember this: Your deliverables aren't just technical solutions — they're emotional experiences that shape how clients perceive your value. When clients feel smart, informed, and confident because of how you communicate your expertise, they'll happily pay premium rates and become your biggest advocates.

Have you ever caught yourself typing out a message to a client that starts with, "I thought I’d email you to see how things are going?" 🤔 It's a place we've all been – reaching out with the best intentions but perhaps not the most engaging approach. Let's dive into the art of crafting messages that not only catch the eye but truly resonate with our clients. Here’s a peek at the transformation from good to great. 🦋 🚫 The Good (But Could Be Better): "I thought I’d drop you an email and see how things are going. When can we chat?" Friendly? Yes. Direct? Somewhat. But let’s sprinkle a little more value into the mix. 🌟 🚀 The Great (Level Up Your Game): "I’d like to offer my assistance to help you get more value out of our product. When can we chat?" Now we’re talking! Offering specific help not only shows you care but also opens the door for meaningful engagement. 🌈 🌟 Even Better: "Reviewing your account, I noticed you’re not using [this feature]. In our experience, this feature reduces the time to do XYZ by 40%. When can we chat?" Boom! 💥 Specific, helpful, and immediately showcases the value you’re bringing to the table. The Lesson Here? 📚 Context Is King 👑 Tailor your outreach to address specific needs or opportunities. This shows you're not just reaching out; you're reaching out with purpose and insight. Value Is Paramount 💡 Always aim to deliver something of value in your communications. Whether it's an insight, a helpful tip, or an offer of assistance, make it clear what’s in it for them. Timing and Approach Matter ⏰ Consider the timing of your message and the way you phrase it. The right message at the wrong time, or delivered less engagingly, can miss the mark. #CustomerEngagement #CommunicationSkills #ProfessionalGrowth #BusinessCommunication

#Every_Client_Wants_to_Feel_Heard_Before_They_Feel_Advised People trust lawyers who understand them before they advise them. When clients walk into a lawyer's office, they are not just carrying documents. They are carrying uncertainty. Frustration. Stress. Sometimes even fear. Many young lawyers make the mistake of trying to solve the problem too quickly. They begin explaining the law... Discussing possible remedies... Predicting outcomes... Before the client has finished telling their story. But the first meeting is not a race to give advice. It is an opportunity to understand the person behind the problem. Ask questions. Listen patiently. Allow the client to explain events in their own words. Only then should you begin analysing the legal issues. This approach does more than uncover important facts. It builds trust. Clients are far more likely to accept difficult legal advice when they believe their lawyer has genuinely understood their concerns. Sometimes, the greatest reassurance a lawyer can offer is not an immediate solution. It is the confidence that someone has finally taken the time to listen. Legal knowledge earns respect. Listening earns trust. And in the legal profession, trust is often the foundation upon which every successful client relationship is built. Because before clients want answers... They want to know they have been heard. #ClientHandling #LegalPractice #LawyersOfLinkedIn #ClientCommunication #ProfessionalGrowth #YoungLawyers #LegalCareer #AdvocacySkills #CourtroomWisdom #Professionalism

One thing that often surprises new clients is that our proposals take a few days to put together. Not because we are slow, but because we don’t believe in “one size fits all” when it comes to direct mail. A rule of thumb we live by is that custom isn’t fast, and fast isn’t custom. There is no template we pull off the shelf. Your brand, your category, your goals, your unit economics, your historical results, your timing, your audience and creative needs are going to be different from another client’s. When we say custom, we mean it. And to be candid, if an agency or platform sends you a “custom” proposal within a few hours, it is probably not custom. It is probably the same thing they send everyone else, with your name swapped in. Here is what actually happens between our first conversation and the proposal you receive: 1) Historical mail results First, we dig into any historical mail results. Format choices, paper, targeting, timing, performance. We study it all so we know what to build on and what to avoid. 2) Goals Second, we get clear on your goals. Target KPIs for prospecting, retention, drive to store, retargeting, etc. Each requires a different strategy, and the plan reflects that. 3) Targeting Third, we evaluate targeting. Data sources and models are not interchangeable. Each has strengths and limitations. We match the right one to your value prop and your objectives. 4) Creative direction Fourth, we develop creative direction: format, offer, messaging, visuals, paper type. These choices influence both performance and branding. We take both seriously. 5) Production Finally, we map out our approach for production and execution. How to print efficiently, where costs can be optimized, how to avoid unnecessary waste. Getting our clients the best costs is something we take very seriously. None of this is off the shelf. None of it is plug and play. It takes time because it is tailored. Could we move faster by using a generic playbook? Sure. But that wouldn’t yield the best performance and brand outcomes for our clients. A generic playbook might get a client 60% of the way there on the outcomes and KPIs possible. But that usually isn’t good enough. We want to unlock the full potential of the channel for our clients, and in doing so, enable you to outcompete your competitors. Direct mail is not a universal formula. Anyone who tells you they already know exactly what will work for your business without asking many questions is not working from expertise. At Share Local Media, the upfront rigor is intentional. It is the reason the programs we design align with your category, your brand, and your growth plan. If that takes a little longer than a pre-baked playbook, that’s ok - over any meaningful time-horizon - a month, a quarter, a year - the results will speak for themselves.

Perfect client communication is not a one-time thing. Nope. That's just not how it works 📣 After many years of frustration, I stopped looking at communication as a destination and embraced it as a journey. No matter how many times I'd try to explain a project plan super clearly, make all the docs, and run an amazing kickoff... we somehow still end up with the clients on their own wavelength. Getting a full alignment is not even wishful thinking. That's fantasy land. And it used to drive me crazy. Not because the clients are difficult. They're not. It's just that we're all human. People hear things through their own filters. They get distracted. They check email during your calls. They remember what matters to them, not what matters to the project. And over time, that perfect clarity evaporates. Over the years, I came up with a strategy that works quite well for our team: ➡️ 𝗦𝘁𝗼𝗽 𝘁𝗿𝗲𝗮𝘁𝗶𝗻𝗴 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗹𝗶𝗸𝗲 𝗶𝘁'𝘀 𝗱𝗼𝗻𝗲 𝗼𝗻𝗰𝗲 𝘆𝗼𝘂 𝘀𝗮𝘆 𝗶𝘁. The second you think "we already covered that" - that's when things fall apart. ➡️ 𝗗𝗼𝗻'𝘁 𝗷𝘂𝘀𝘁 𝗱𝗼 𝘀𝘁𝗮𝘁𝘂𝘀 𝘂𝗽𝗱𝗮𝘁𝗲𝘀. Create meetings specifically to check if you're still on the same page. And don't ask "got questions?" Ask "are we all aligned on the priorities?", “did I understand you correctly?” ➡️ Some people need pictures. Some need bullet points. Some need stories. 𝗚𝗶𝘃𝗲 𝘁𝗵𝗲𝗺 𝗮𝗹𝗹 𝘁𝗵𝗿𝗲𝗲 𝗯𝗲𝗰𝗮𝘂𝘀𝗲 𝘆𝗼𝘂 𝗻𝗲𝘃𝗲𝗿 𝗸𝗻𝗼𝘄 𝘄𝗵𝗶𝗰𝗵 𝗼𝗻𝗲 𝘄𝗶𝗹𝗹 𝘀𝘁𝗶𝗰𝗸. ➡️ 𝗬𝗼𝘂'𝗹𝗹 𝗳𝗲𝗲𝗹 𝗹𝗶𝗸𝗲 𝗮 𝗯𝗿𝗼𝗸𝗲𝗻 𝗿𝗲𝗰𝗼𝗿𝗱. Good. If you're tired of saying it, they're probably just starting to hear it. You'll still have those moments when someone says something so completely off-base that you want to bang your head on the desk. At least, I still do. But if you keep on pushing and treat communication as something you DO on a consistent basis, rather than something you DID in the past - projects start running much smoother. 𝗔𝗴𝗲𝗻𝗰𝘆 𝗮𝗻𝗱 𝗰𝗹𝗶𝗲𝗻𝘁 𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝗮𝗿𝗲 𝗮𝗹𝗹 𝗮𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗽𝗲𝗼𝗽𝗹𝗲. Not the code, marketing campaigns, or whatever your deliverable happens to be. Welcome to the agency life. 🤝 #AgencyLife #B2B #B2BCommerce #DigitalTransformation #Ecommerce #ClientCommunication #ProjectManagement #ClientAlignment #EffectiveCommunication #Teamwork #ClientServices #CommunicationStrategy #AgencyTips #PeopleFirst #ClientRelationships #Collaboration #CommunicationSkills #ProjectSuccess #ConsistentCommunication #ClientEngagement

Clear Communication in Client Management Managing clients isn’t just about delivering results—it’s about how well you communicate throughout the process. I’ve seen great work fall apart because of misalignment. And I’ve seen average work succeed just because expectations were crystal clear. Here’s what I’ve learned: 1. Set Expectations Early ↳ Define goals, timelines, and KPIs upfront. ↳ Clearly communicate what’s realistic—and what’s not. 2. Keep Clients in the Loop ↳ Regular updates prevent last-minute surprises. ↳ Even if results aren’t perfect, transparency builds trust. 3. Simplify Your Message ↳ Clients don’t need the full data dump—they need insights. ↳ Translate metrics into business impact. 4. Anticipate, Don’t Just React ↳ Flag potential issues before they become problems. ↳ Bring solutions, not just problems, to the table. The best client relationships aren’t just built on performance—they’re built on clarity, trust, and proactive communication. What’s one communication shift that improved your client relationships? ♻️ Share this with someone who needs to hear it!