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Presented By:
Tarunjeet Singh, Senior Attorney– Draft n Craft
Sagar Pratap Singh, Business Development – Draft n Craft
Client Retention – A Dilemma
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Client Retention…..
Skills Of Attorney
Performance ByAttorney
Satisfaction ofClient
Willingness of Client
+
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
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
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Clients’ Big Questions..??
WHO is representing me?
WHAT would I expect?
What’s there for me? Quality Competitive Price Satisfaction Attorney Client Privilege Efficient & Proactive Services
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Present Day Scenario9,000+ 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
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
WHAT are you going to ensure
WHEN are you going to ensure
HOW are you going to ensure
How Quick Can You Act..??
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Things You Should Know..
CUSTOMERS = CLIENTS
Customers are served by processes
85% of customer related problems arecaused by professionals/organisations work procedure
To better serve customers, professionals/organisations must improve their approaches
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Valuing Your Client..
- 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
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Loyalty : A Royalty
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
1 2 3 4 5
Pe
rce
nta
ge
Re
tain
ed
fro
m
Pre
vio
us
Ye
ar
Years as a customer
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Things You Should Implement..
STEP 1: Ask
STEP 2: Evaluate
STEP 3: StimulateSTEP 4: Reward
STEP 5: ACT
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Build A Bridge...
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 responsesCopyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Five Key Principles..
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
businessCopyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Ring Of Changes…
Approx 84% of professionals/ organisations uses client retention marketing strategies..
Maintain a Database
Stay in Touch
Welcome Complaints
Loyalty Programs
Do a Good Job
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Choice Is Yours…..
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
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
Choice Made Result Delivered..
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Behave Like A Pendulum..
Keep measuring and
studying the results until
you reach your
objectives and improve
as much as you
DESIRE…!
“A single idea, if right, saves us the labor of an infinity of experiences” - Jacques Maritain
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Ask Question..
Draft n Craft Legal Outsourcing Pvt. Ltd.
Website: www.draftncraft.comEmail: [email protected]: +91 11 2341 4576USA: + 1 516 515 3510UK: + 44 20 3318 3559
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.