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..
Draft n Craft Legal Outsourcing Pvt. Ltd.
Website: www.draftncraft.com
Email: info@draftncraft.com
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UK: + 44 20 3318 3559
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.