Client Retention Audit

Who this is for

Professional practices with recurring client relationships: law firms handling repeat corporate matters, medical and dental clinics with family panels, accounting firms with annual tax and advisory clients, and specialist consultancies where one lost client represents significant revenue.

The audit fits practices that sense churn but cannot pinpoint where relationships slip—after a matter closes, during billing disputes, or when a front-desk handoff fails.

What you receive

• Client journey map documenting every touchpoint from first inquiry through post-service follow-up, including gaps where no one owns the next step
• Churn risk register listing clients or segments showing early warning signs (declining visit frequency, unanswered renewal letters, complaint patterns)
• Retention action plan with 90-day priorities, assigned roles inside your firm, and scripts or templates for key moments
• Two leadership briefings to walk partners through findings and agree on implementation sequence
• Measurement guide defining what to track monthly—repeat engagement rate, referral sources, complaint resolution time—without overwhelming your admin staff

What is not included

We do not run your CRM, send emails on your behalf, or replace your marketing agency. The audit produces the plan; your team executes it. If you need ongoing coaching during rollout, we offer a separate touchpoint review or workshop.

Process

1. Intake call (45 minutes): practice structure, service lines, current follow-up habits, and retention pain points
2. Document review: sample contracts, intake forms, past renewal letters, complaint logs (confidential handling assured)
3. Staff interviews (3–6 people): partners, practice managers, reception, and whoever owns client communication today
4. Client sample review: anonymised patterns from your records—we never contact clients without explicit approval
5. Draft plan delivered for partner comment, then final report within four to six weeks from kickoff

Preparation

Gather the last twelve months of new-client intake counts, a list of clients who left or reduced services, and whoever currently sends post-service communications. Block two hours for the on-site or video interview day.

Next step

Submit the contact form with “Retention Audit” selected, or call us to schedule an intake call. We confirm scope and fee after understanding your practice size.