Maintaining client satisfaction and maximizing the value of existing client relationships is absolutely critical to firm success. Yet, we continue to hear from our in-house clients that client satisfaction remains a significant and unresolved issue. And recent surveys show that law firms may be losing an average of 12 -20% per cent of their clients annually. With these factors in mind, it’s easy to see how having effective client development and client retention programs in place can have a positive impact on your firm’s bottom line.
Optimus Legal understands your clients – we’ve had in-house experience. More importantly, we continue to work with legal departments and in-house attorneys, allowing us to stay on top of trends and issues that may impact law firms and client relationships, and sharing that information with our law firm clients. We offer customized formal and informal Client Satisfaction surveys, Client Value programs, and Client Development tools that will help your firm and your lawyers develop the client centric approaches necessary in today’s competitive environment. We can also provide you with practical but essential tips that will help you and your attorneys implement more effective client relationship management programs. Our customized client development and retention programs take into account the needs of your clients, your firm, and the individual partners.
Client Satisfaction Surveys
Are your clients happy with your services? It might surprise you to learn that over 60% of Chief Legal Officers recently surveyed reported that they had fired a primary firm in the past six months, or planned to fire one or more of their primary firms in the upcoming year. Unfortunately, law firms are often unaware of client issues until it’s too late. We can help you find out if your clients are satisfied by creating and conducting both formal and informal client satisfaction surveys for all or some of your clients, by analyzing the data, and then, most importantly, by showing you how to utilize the data you obtain to take your client service to the next level and to foster even stronger client relationships. By offering confidentiality to your clients, we are often able to garner information that would not otherwise be mentioned for fear of hurting an ongoing working relationship.
Client Value Programs
Do you adequately convey the value that your firm brings to their representations? Great opportunities exist for firms that can identify and effectively articulate their value. In this program, we will analyze the full range of intrinsic value and value-add that you bring to the table. We’ll work with you to help you to use this information to bring even greater depth to your current client relationships through the communication of value. Once we have identified value basics, we will utilize a team approach to help you design specific customized value programs for key clients of your choosing, helping you to take those specific relationships to the next level and forge even stronger client connections. This value based information can also be very effectively utilized in new business development situations.
Client Development Programs
Are you maximizing the business potential from your existing and former clients? We can help you to establish more effective cross selling and value programs that increase firm business from existing and former clients. Together, we will determine where your client relationships currently fall in the client development timeline, so that we can best assess where cross selling opportunities lie. We will then help you to prioritize those opportunities, and develop specific written plans and implementation steps for moving forward with identified clients. If desired, we will continue to work with your internal team, providing additional suggestions and coaching as both issues and opportunities arise, and assuring that the desired steps are being taken and that progress is being made.