No one who met Bruce Banner and the Incredible Hulk would guess that they were one in the same—after all, how could a mild-mannered scientist also be a creature with superhuman strength? Attorneys focused on business growth are advised to take a lesson in duality from this iconic comic book character, learning to play both the adept lawyer and the dedicated client service team member. Providing high quality legal services is important – but you can’t count on it to be the thing that helps you keep clients coming back the next time that they need services.


When BTI Consulting Group conducted a survey of law firm client satisfaction, they found that more than 87% of clients were willing to replace their current law firm if there were a good reason to do so. Clients surveyed who were the most committed to their firms were those who received great legal services, who believed those services offered value, and who knew the lawyers they were working with were fully on their side.


As a result, if you want to keep your clients coming back for more, it’s time to transform the way they see you. Make sure that you’re staying on top of the latest information about your clients’ businesses. Focus on keeping your clients informed and make sure that you’re up-to-date on their changing needs. Take the time to ask what your clients need when they report back to the C-Suite and make sure that you get that information to them.


The commitment that you make to your clients keeps them with you. Focus on developing great client skills and create value even when you’re not actively providing case services and you’ll find that your clients are a strong foundation for client retention.

This entry was posted on Monday, August 10th, 2009 at 5:00 am and is filed under Client Retention. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.