The document discusses the importance of growing and maintaining client relationships. It notes that over 90% of unsatisfied clients do not complain, and that retaining just 5% more clients can increase profits by almost 100%. Strong client relationships are key as it costs 5 times more to acquire a new client than retain an existing one. The document recommends actively listening to clients, conducting client feedback interviews, regularly communicating with clients, and quickly resolving any issues to strengthen bonds and enhance client satisfaction.

1. The Key to Growing Client Relationships
OCBA Solo & Small Firm Section
July 16, 2015

2. Your Clients Are Not Yours Alone
 Your Clients and Prospects are Not Yours Alone

3. More than 90% of Unsatisfied
Clients Do Not Complain*
*U.S. Department of Commerce, T.A.R.F. Institute

4. *U.S. Department of Commerce, T.A.R.F. Institute
It Costs 5 times More to Get a New
Client Than it Does to Keep an Existing One

5. Retaining Just 5% More of Your Client Base
Can Increase Your Profits by Almost 100%*
*U.S. Department of Commerce, T.A.R.F. Institute

6. Do You Approve of Client
Feedback Interviews?*
96%Yes
4%
No
*Corporate counsel survey conducted by Market Intelligence

7. Impersonal/
Passive/
Interesting
Personal/
Assertive/
Interested

8. Pitching a Potential Client
“Let me tell you about me…”

9. Like Flossing Your
Teeth, Only
Connect with the
Clients You’d Like
to Keep.

10. Why Satisfied Customers Defect, Harvard Business Journal
“Completely satisfied clients believe their
outside firm excels in understanding personal
preferences, values, needs or problems. To
figure this out, a firm must excel at listening
to clients and interpreting what they are
saying.”

11. Skills for Client and Prospect Meetings
 The art of questioning -
 Active Listening
 In-depth research
 Consider AFA’s, RFP’s and pitches,
technology, Future Trends 2030
 Be a “Lawsultant”

12.  Take notes.
 Ask open-ended questions.
 Paraphrase - clarify.
 Sit forward, nod, make eye contact.
 Don’t interrupt.
Active Listening

13.  Reflect back
 use “active listening”
 written follow-up
 “What additional information do you
need for us to be considered?”
Communication

14. Who Are The Best?
Available and responsive.
Speak “plain speak,” not jargon.
Know client’s business.
Superbly prepared.
Good “idea person”
Have quick reflexes.
Clients feel they’re #1.
o
o
o
o
o
o
o

15. Moments of Truth
“Recovery from a service blunder or problem,
from the clients perspective, is the most
important way to enhance the client
relationship.”*
*“Why Satisfied Clients Defect”, William Sasser,
The Harvard Business Review.

16. Merry Neitlich, Managing Partner
2222 Martin St., Ste. 255
Irvine, CA 92612
949-260-0936
www.extrememarketing.org