Case Studies: Client Retention
Sticker Shock
Problem...
You could hear the angry voice of the client who had just received her first invoice. “I’m stunned…this is totally unexpected…I don’t even see how it relates to the assignment…”
Solution...
The billing partner now calls the client to preview the invoice. A brief letter is also sent to the in-house counsel with each invoice, describing progress to date and itemizing tasks and next steps. Now she sees the lawyer’s depth of commitment and gets a sense of the value delivered. If she is still unclear, it’s discussed calmly and respectfully.
