1. 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.

2. Skills Of AttorneySkills Of Attorney
Performance Byy
Attorney
Satisfaction of
Client
Willi fWillingness of
Client
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3. Client Retention a Real Dilemma forClient 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
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4. WHO is representing me?WHO is representing me?
WHAT would I expect?
What’s there for me?
QualityQuality
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 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 & Jones
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6. WHAT are you going to ensure
WHEN are you going to ensureWHEN are you going to ensure
HOW are you going to ensure
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7. CUSTOMERS = CLIENTS
Customers are served by processesy p
85% of customer related problems are
caused by professionals/organisations work
procedure
To better serve customers, professionals/
i ti t i th iorganisations must improve their
approaches
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8. - 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 againstEVALUATING their usage experience against
the expectations
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9. 80%
90%
m
60%
70%
80%
nedfrom
ear
40%
50%
60%
eRetain
viousYe
20%
30%
rcentage
Prev
0%
10%
1 2 3 4 5
Per
1 2 3 4 5
Years as a customer
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10. STEP 1:
Ask
STEP 2:
Evaluate
STEP 5:
ACT
STEP 3:
Stimulate
STEP 4:
Reward
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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 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 qualityDo Rapid-Cycle Testing for quality
business
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13. Approx 84% of professionals/
organisations uses client retentionorganisations 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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14. Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.

15. Small changes do increase client
satisfactionsatisfaction
Satisfied clients are more likelySatisfied clients are more likely
to show up again and continue
your services
More clients make your work
dimore rewarding
More admissions and fewerMore admissions and fewer
dropouts improve the bottom line
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.

16. Keep measuring andKeep measuring and
studying the results
until you reach your
bj ti d iobjectives and improve
as much as you
DESIRE…!
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.

17. Ask
Question..
Ask
Question..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: info@draftncraft.com
India: +91 11 2341 4576
USA: + 1 516 515 3510
Website: www.draftncraft.com
Email: info@draftncraft.com
India: +91 11 2341 4576
USA: + 1 516 515 3510
UK: + 44 20 3318 3559UK: + 44 20 3318 3559
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.