As we edge towards the end of the third quarter of 2020 and a great deal of uncertainty still remains, the one conversation I’m having over and over again with lawyers is around how to keep current clients happy and bring in new work with them. While we’ve already addressed the importance of business development activities here on Zen, we haven’t talked much about client retention, which is clearly also essential – we all know the adage that it’s cheaper to keep a current client than to do the work of bringing on a new one.

Some of us may be walking on eggshells at the moment, hoping that if we are just quiet enough, clients will be grateful that we’re here and keep using us as they have been without making any changes. But I think we can all recognize that that’s a false hope. We’re ALL under increased pressure to find ways to cut costs and show more value. Lawyers who are able to have an open and honest conversation with their clients about the ways in which they’re doing this will be the ones who continue to be valued business partners of their clients – now, and in the future as the market picks back up. So, how do we do this?
Continue Reading Client Retention: Tips for the Pandemic’s Secret Weapon