Client Retention and Growth: Driving Your Firm’s Success by Engaging with Clients

Silvia L. Coulter

©2015. Published in Landslide, Vol. 7, No. 6, July/August 2015, by the American Bar Association. Reproduced with permission. All rights reserved. This information or any portion thereof may not be copied or disseminated in any form or by any means or stored in an electronic database or retrieval system without the express written consent of the American Bar Association or the copyright holder.

“I can talk all I want but I often wonder who is listening?” Interesting response when a general counsel of a global energy company was invited to present on a panel to a law firm conference audience of managing partners. When asked why the response he added, “Clients have been telling lawyers for years how to make the relationships work, what we are looking for, and how to win business. Are they listening? Most of us don’t think so.” While this feedback may seem a bit harsh, it’s worth thinking about the relationships partners and firms have with their clients. Most of us would say we are extremely client-focused and service-oriented. Perhaps so from our perspective; but my recommendation is to check in more frequently than you would think to do with your clients.

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