As 2011 winds down (this year seems to have particularly flown by), it is time to start setting goals for next year. Since approximately 80% of law firm work comes from existing clients (in the form of new work or referrals) or other referral sources, client satisfaction and retention (except for criminal defense, PI and certain other practice areas, of course) should be every firm's No. 1 goal.
Allan Colman has an excellent article advising law firms on the kinds of things they should be looking at in getting ready for 2012. It apparently appeared on Law360 (subscription required), but you can read it on his web site here. It is definitely worth a read. I was particularly interested in his first area of focus - "increasing client retention."
That does seem to be a no brainer in light of that 80% thing-gy I mentioned. Here are several pointers on how to go about doing that:
Simple reminders really. Never take clients you want to retain for granted. If they leave it takes a long time to get them back, and even longer to land prospects.
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