Presented By: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 AttorneySkills Of Attorney
Performance ByyAttorney
Satisfaction ofClient
Willi fWillingness ofClient
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Client Retention a Real Dilemma for Client Retention a Real Dilemma for You..???You..???You..???You..???
As a professional, do you always ask lfyourself:
WHY retaining a client is TOUGH
HOW i it AFFECTING d t d kHOW is it AFFECTING my day-to-day work
WHAT should be the RIGHT STRATEGIESWHAT should be the RIGHT STRATEGIES
HOW to overcome this BIG CHALLENGE
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
WHO is representing me?WHO is representing me?
WHAT would I expect?
What’s there for me?QualityQualityCompetitive PriceSatisfactionAttorney Client PrivilegeEfficient & Proactive Services
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
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 closureinsolvency, merger or closure
Recent Mergers:g• Pinsent Masons and McGrigors
• Davies Arnold Cooper and BeachcroftDavies Arnold Cooper and Beachcroft
• Barlow Lyde & Gilbert and Clyde & Co
• Weightmans and Mace & JonesCopyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
WHAT are you going to ensure
WHEN are you going to ensure WHEN are you going to ensure
HOW are you going to ensure
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CUSTOMERS = CLIENTS
Customers are served by processesy p
85% of customer related problems arecaused by professionals/organisations work procedure
To better serve customers, professionals/i ti t i th i organisations must improve their
approachesCopyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
- Clients seek to maximize value by:Clients seek to maximize value by:
ESTIMATING which lawyer/firm delivers the t lmost value
- Lawyers, on the other hand do it by:Lawyers, on the other hand do it by:
FORMING an expectation of value and acting upon it
EVALUATING their usage experience against EVALUATING their usage experience against the expectations
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
80%
90%
m
60%
70%
80%
ned
from
ear
40%
50%
60%
e Re
tain
viou
s Ye
20%
30%
rcen
tage
Prev
0%
10%
1 2 3 4 5
Per
1 2 3 4 5Years as a customer
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
STEP 1:
Ask
STEP 2: Evaluate
STEP 5: ACT
STEP 3: Stimulate
STEP 4: Reward
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
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
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Understand & Involve the CustomerUnderstand & 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 Do Rapid-Cycle Testing for quality
business
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Approx 84% of professionals/ organisations uses client retention organisations uses client retention marketing strategies..
M i t i D t bMaintain a Database
Stay in Touchy
Welcome Complaints
Loyalty Programs
Do a Good JobDo a Good Job
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Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Small changes do increase client satisfactionsatisfaction
Satisfied clients are more likely Satisfied clients are more likely to show up again and continue your services
More clients make your work dimore rewarding
More admissions and fewer More admissions and fewer dropouts improve the bottom line
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Keep measuring and Keep measuring and
studying the results
until you reach your
bj ti d i objectives and improve
as much as you
DESIRE…!
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
AskQuestion..AskQuestion..Question..Question..
Draft n Craft Legal Outsourcing Pvt. Ltd.
Website: www.draftncraft.com
Draft n Craft Legal Outsourcing Pvt. Ltd.
Website: www.draftncraft.comWebsite: www.draftncraft.com
Email: [email protected]
India: +91 11 2341 4576
USA: + 1 516 515 3510
Website: www.draftncraft.com
Email: [email protected]
India: +91 11 2341 4576
USA: + 1 516 515 3510
UK: + 44 20 3318 3559 UK: + 44 20 3318 3559
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
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