The retainer went unused. That’s why they cancelled.

The client who consumed least was the easiest to serve, the best for margin, and the first to leave, and the renewal report explained exactly why.

By Steve 5 min read
Abstract bridge artwork for The retainer went unused. That’s why they cancelled.

A retainer client renews or cancels on the strength of a question asked once a year, usually by someone who was not in the room for the work: what did we get for this? If the answer arrives as a usage report showing 62% of the allocated days consumed, the retainer is already in trouble, not because the work was poor, but because the report is an argument against the fee, written by the supplier, in the supplier’s own numbers. This is the awkward structure of most retainers. The account…

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