The document discusses challenges with client retention for professionals and strategies to overcome them. It notes that retaining clients is difficult as they seek the best value and quality. The document recommends segmenting clients, communicating unique value propositions to each, and tracking results to monitor responses. It suggests understanding client problems, testing solutions rapidly, and continuously measuring outcomes to improve client satisfaction and retention over time.

1. Presented By:
Tarunjeet Singh, Senior Attorney– Draft n Craft
Sagar Pratap Singh, Business Development – Draft n Craft
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2.  Skills Of Attorney
 Performance By
Attorney
 Satisfaction of
Client
 Willingness of
Client
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3. Client Retention a Real Dilemma for
You..???
As a professional, do you always ask
yourself:
WHY retaining a client is TOUGH
HOW is it AFFECTING my day-to-day work
WHAT should be the RIGHT STRATEGIES
HOW to overcome this BIG CHALLENGE
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4. WHO is representing me?
WHAT would I expect?
What’s there for me?
Quality
Competitive Price
Satisfaction
Attorney Client Privilege
Efficient & Proactive Services
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5. 9,000+ law firms in England and Wales
15% to 20% law firms in serious financial
difficulties and on the verge on
insolvency, merger or closure
Recent Mergers:
• Pinsent Masons and McGrigors
• Davies Arnold Cooper and Beachcroft
• Barlow Lyde & Gilbert and Clyde & Co
• Weightmans and Mace & Jones
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6. WHAT are you going to ensure
WHEN are you going to ensure
HOW are you going to ensure
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7. CUSTOMERS = CLIENTS
Customers are served by processes
85% of customer related problems are
caused by professionals/organisations work
procedure
To better serve customers, professionals/
organisations must improve their
approaches
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8. - Clients seek to maximize value by:
ESTIMATING which lawyer/firm delivers the
most value
- Lawyers, on the other hand do it by:
FORMING an expectation of value and
acting upon it
EVALUATING their usage experience against
the expectations
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9. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
1 2 3 4 5
PercentageRetainedfrom
PreviousYear
Years as a customer
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10. STEP 1:
Ask
STEP 2:
Evaluate
STEP 3:
Stimulate
STEP 4:
Reward
STEP 5:
ACT
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11. FIVE Client Retention Strategies:
 Segment existing clients
 Interview “must-have” clients
 Create a unique “value-add” strategy for each
client
 Communicate your value-add strategy
 Track results and monitor responses
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12.  Understand & Involve the Customer
 Focus on Key Problems
 Select the Right Change Leader
 Seek Ideas from Outside the Field
and Organisation
 Do Rapid-Cycle Testing for quality
business
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13. Approx 84% of professionals/
organisations uses client retention
marketing strategies..
Maintain a Database
Stay in Touch
Welcome Complaints
Loyalty Programs
Do a Good Job
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14. Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.

15. Small changes do increase client
satisfaction
Satisfied clients are more likely
to show up again and continue
your services
More clients make your work
more rewarding
More admissions and fewer
dropouts improve the bottom line
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16. Keep measuring and
studying the results
until you reach your
objectives and improve
as much as you
DESIRE…!
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17. Ask
Question..
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