Client Expectations

An important part of a firm’s risk management process is the realistic management of the client’s expectations. It is important to establish this correctly at the outset by using a clear client care or retainer letter which sets out the terms of engagement in plain English and not in legal jargon.

Be realistic regarding the client’s expectations. Do not simply try and do what they want; instead explore all options with the client. Give realistic advice. This involves giving the client a realistic time frame. It is better to err on the side of caution when estimating a completion date for the work undertaken. Fully explain the processes and procedures involved and the full implications, including estimated cost for the work.

Explain exactly what the work entails in layman’s terms. Especially when dealing with lay (private) clients, as opposed to corporate or commercial clients, expect that most of them will not understand what is involved, when work such as litigation is embarked upon. As a result, they may not understand the work that is going on behind the scenes. It is, therefore, important to explain everything clearly and to detail (in writing) what you will be doing on their behalf.

Make sure you keep the client informed when each stage in the process has been completed and let the client know what has been achieved. Lawyers often think of this as a waste of time. However, not being kept informed of the progress of their matter is one of the most frequent complaints by clients against lawyers. Client communication, especially with lay clients, is not seen to be a priority for most practices. Work pressures and pressure from partners to get the work done and bill often means that this is overlooked. However, as a result, the client often feels forgotten and there is a perception that the work he has given to the firm, and therefore he, as a client, is not important to the firm.

When clients do not understand the legal process and perceive that they are being neglected, they often react by being difficult and by making unreasonable demands and want things done within unrealistic time limits. To help keep the working relationship with the client smooth and to avoid problems further down the line, it is important to set the client’s expectations right. To keep clients happy, it is important that they feel they are ‘in the loop’ and are valued by the firm, and to do that, they must be kept informed as things move along.

Stanley Jeremiah
Goodwins Law Corporation
E-mail: stanley_jeremiah@goodwinslaw.com