39. There Goes Another Client, Slipping Silently Away

Retention Part 1: Clients

In any business, the first goal is always keeping what you have. This is the foundation onto which ambitions can be built. In law, the three key retention challenges at which we’ll look are clients, talent and finally market position.

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In any business, the first goal is always keeping what you have. This is the foundation onto which ambitions can be built. In law, the three key retention challenges at which we’ll look are clients, talent and finally market position.

When it comes to client retention, which is our focus in this lesson, law firm leaders have something in common. They all know why it matters, but they’re less sure how to do it. But there’s an extra piece to this. If clients habitually told law firms they were leaving, at least the firms would know. It would provoke a reaction, a conversation and maybe some reflection. But clients just slip away silently, and it can be months before the firm realizes that the phone has stopped ringing.

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