Webinar on: Client Retention - "A Dilemma"

Presented By:

Tarunjeet Singh, Senior Attorney– Draft n Craft

Sagar Pratap Singh, Business Development – Draft n Craft

Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.

 Skills Of Attorney

 Performance By
Attorney

 Satisfaction of
Client

 Willingness of
Client

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


WHO is representing me?

WHAT would I expect?

What’s there for me?
Quality
Competitive Price
Satisfaction
Attorney Client Privilege
Efficient & Proactive Services


 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

WHAT are you going to ensure

WHEN are you going to ensure

HOW are you going to ensure


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

- 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

90%
Percentage Retained from

80%

70%
Previous Year

60%

50%

40%

30%

20%

10%

0%
1 2 3 4 5
Years as a customer

STEP 1:
Ask

STEP 5: STEP 2:
ACT Evaluate

STEP 4: STEP 3:
Reward Stimulate


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

 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


Approx 84% of professionals/
organisations uses client retention
marketing strategies..

Maintain a Database

Stay in Touch

Welcome Complaints

Loyalty Programs

Do a Good Job


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

Keep measuring and

studying the results

until you reach your

objectives and improve

as much as you

DESIRE…!


Ask
Question..

Draft n Craft Legal Outsourcing Pvt. Ltd.
Website: www.draftncraft.com
Email: info@draftncraft.com
India: +91 11 2341 4576
USA: + 1 516 515 3510
UK: + 44 20 3318 3559


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