ABSTRACT
It is generally acknowledged that as much as 80% of our work comes from existing clients. This may be even higher in respect of commercial work where repeat work from a relatively small number of high activity niche work clients can keep a partner and his group fully occupied without the need for the constant injection of new high turnover clients. With certain kinds of litigation and conveyancing work, there is a higher turnover of clients, although many are ‘former’ clients from previous years. Like lawyers, clients like to stick to what they have done before unless there is a strong reason to leave. The acid test of service quality is the degree to which you can retain clients for future work. The ‘seepage’ factor of non-returning clients needs to be closely monitored.
