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Retain //
While delivering new clients to the firm is often the priority of leadership, the fact remains that most professional services firms derive 80% of their annual revenue from their existing clients. That said, rarely does firm leadership devote even 50% of its time to client retention. Worse yet, often firm leaders delegate complete responsibility for client retention to those professionals serving the relationship.
Service delivery in a professional services firm is a complex issue. There is no one size fits all approach to how service should be delivered -- the service experience can't be scripted, yet it's the primary driver of client satisfaction, retention and loyalty. While the professionals charged with serving the client have deep technical expertise, often they lack the business training necessary to deliver a compelling service experience.
While delivering service to the client is the domain of the professional, providing structure and advice on how it should be delivered is the sole responsibility of leadership. At Mlicki, we help professional firms define their optimal client experience and motivate their team of professionals to deliver it. We do this through client experience development and internal branding.
How we help you retain clients:
Client Experience Development //
Internal Branding //
Examples
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Ignition Process
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