Things are still the same, and for too long now. Losing clients, especially profitable ones, wil gut the profitability of a practice, causing high operating costs from turnover expenses. More shocking is the fact that clients don't leave because of fees, o other seemingly concrete issues. Clients leave due to perceived indifference exhibited by someone at your firm. Indifference leads to dissent and defection.
Indifference has as many faces as the exceptions to the rule against hearsay.
Indifference may be the slow response on your part to a client's question. Indifference may be not explaining the steps you have taken on your client's behalf. Your hours of labor may be transparent to the client. The phon call returned two days later, not today, may prove indifference. Indifference may be perceived rudeness on the part of staff, such as questioning incoming callers as though they have to prove their worthiness to speak with you.