Case Studies

Really talking with clients – actively soliciting their opinions and putting the findings into practice – is the best way for any law firm to strengthen the relationships that affirm and grow the attorney-client relationship. TheRemsenGroup is skilled at the sensitive task of securing candid feedback that can have a direct and positive impact on the bottom line. Here are just two examples of the kind of insight we provide.

Case Study: Minding the Business

When one of Florida’s largest law firms hired TheRemsenGroup to conduct a series of client Audits, it was shocked by what it learned. Among the findings….

The firm’s best “finder” of new clients had a nasty habit of neglecting them once they hired the firm.
One of the firm’s largest and most profitable clients was on the verge of moving much of its legal work to a competing law firm.
Several large out-of-state firms that had expanded into Florida were aggressively soliciting the firm’s clients for their legal work and violating Florida Bar rules along the way.

In addition to client-specific action plans developed as a result of these audits, these findings underscored the firm’s commitment to get closer than ever to its existing clients. Marketing resources were allocated accordingly.

Case Study: Getting Full Value

A large, but relatively young, Southeastern law firm had developed a strong “Fortune 500” level clientele that included many of the giants of the energy industry. In the beginning, its strategy was to charge far less than competing law firms and it worked beautifully. The firm quickly built a client list that was envy of the more established firms in the region.

Years later, the firm was still billing these clients at rates far below market…even though it was delivering top quality work product and service levels. Clearly, it was time to raise rates.

TheRemsenGroup worked with the firm’s attorneys to undertake a client survey effort that made the case for billing rates more in line with the value of the firm’s services. Client reaction was positive and the firm raised its rates to more realistic levels. Needless to say, more profits means happy partners.

More importantly, the firm institutionalized a regular process of client communication and a reassessment of billing strategies – with benefits that went directly to the firm’s bottom line.