Are you creating raving fans for your practice?

It always surprises me when I encounter a lack of integrity.  I’m not talking about the blatant kind where someone exhibits a complete lack of judgment or morals, but the “innocent” kind where a well meaning professional claims they’ll do something and then “forgets” or “gets busy” and never gets around to it.  It’s the little things that make a good first impression and a positive lasting impression:

  1. Being on time with meetings or phone calls;
  2. Following up with the promised action or information, in a timely manner;
  3. Being considerate of the other person and allowing an equitable amount of time for them to be heard also;
  4. Being knowledgeable, without arrogance;
  5. Showing appreciation and genuine care and concern for the other person.

It’s the little things that prevent some professionals from ever getting on my “A” List of service providers or potential referral partners.  I figure if they can’t honor their word with me regarding a simple meeting or phone call, how can they possibly handle a referral of a client or an introduction to a referral partner?

We all need to self examine from time to time.  Ask yourself these questions:

“Am I dazzling my clients, co-workers, and referral partners with my follow-up?”

“Am I the go to guy or gal in my network for the product or service I represent?”

“Do I return calls promptly?”

“Do I cancel meetings due to poor time management?”

“Are scheduled calls placed late or forgotton?”

“Am I chronically late for meetings?”

If you answered “yes” to the first three questions and “no” to the last three questions, you are probably in good shape when it comes to your integrity in the eyes of your clients, co-workers, and referral partners.   If that wasn’t how you scored yourself, perhaps that’s why you aren’t getting as many clients and referrals as you would like. 

So often people make promises in the moment, that they have no intention of following through on.  I wonder why they even bother to make them in the first place.  Do they think they should?  Do they get giddy in the moment and think this is a really good idea, but it is just too hard to write down and act on?  Or do they think people won’t notice?  They notice, believe me!

I’m certainly not perfect, just in case you think I’m preaching.  However, every phone call and meeting means something to me, and I honor it by showing up and acting on it.  I value the other person enough to be fully present, whether that conversation is for 15 minutes or 90 minutes, and I act on my promises.   

Points to ponder and discuss:

-What are your pet peeves when it comes to exhibiting a lack of integrity?

-What “excuses” do you find intolerable?

-How do you deal with a lack of integrity in others? (Stop interacting with them, give them another chance depending on the seriousness of the issue, confront them, etc.?)

-Have you continued to give someone another chance, only to have them continue to let you down or those you referred to them? If so, how did you ultimately resolve that situation?


  • Share

Lori T. Williams is an attorney based in Birmingham, MI, licensed in 1989.  As owner of a legal referral business called Your Legal Resource, PLLC, Lori personally assists individuals and small businesses in need of legal advice or representation in Metro Detroit by connecting them with the right legal specialist to meet their needs. Click here for a pdf of legal referral services. 

Through group training and events, Lori also focuses on referral marketing strategies for attorneys and other professionals. For more information about Lori or Your Legal Resource, visit  For networking events, training programs, and workshop information, visit:


Leave a Reply