All law firms need a strategy on managing their client expectations. Here some are tips on how to manage client expectations as a law firm.
Transparency is key when trying to communicate with your client about their expectations for the legal service. The last thing a law firm wants to do is misrepresent its legal capabilities and fail to deliver the correct service to its client. Maintaining open and honest conversations about their expectations is a great place to start managing client expectations, but there are more steps a firm can take to improve upon this.
Tips Law Firms Can Use to Manage Client Expectations
Law firms want to avoid leaving a client unsatisfied with their service at all costs. This can occur when a client does not have a clear understanding of the details of the case, the nature of the process, or when there is no agreement on what is to be expected in the end result of the case.
6 Steps to Manage Client Expectations
Here are six tips a law firm can use to communicate with their client about their expectations from the beginning, and ensure their satisfaction at the termination of the case.
1. Ask questions and show that you are listening.
The initial meeting with a client will set the precedent for how the relationship will function for the rest of the duration of the case. This is why it is crucial for a firm to have their lawyers demonstrate that they are actively listening and engaged in the client’s situation. Encourage your layers to ask clarifying questions, take notes, and provide easy-access contact information to show the client that they are being heard and fully supported.
Related: 6 Questions to Ask a Lawyer During Your First Meeting
2. Identify the client’s expectations and provide attainable solutions.
This initial meeting will also be the place where the client will express what they are looking for at the end of the case. Define the scope of the work you anticipate doing, including as many details as possible. This will help eliminate any confusion on unfulfilled duties that a client may have expected from you. Additionally, be sure to ask them what their real goal is for the end of this case. Give as much information as you can to demonstrate transparency, such as how long you estimate this case to take. Always end with asking the client if they have any additional clarifying questions.
Related: How to Negotiate a Flat Fee or Hourly Rate With Your Attorney
3. Be honest about all possible outcomes of the case.
A client can have unrealistic expectations of the end result of the case. It can be near impossible to not only win a difficult case but also receive additional financial compensation at the end of it. Communicate with your client about all the possible ways this case could end, even in the outcomes where they lose. Additionally, be sure to explain what exactly is within your control and new information could potentially impact the case.
4. Explain the process to them and make sure they know what is going on.
It is always the lawyer’s job to ensure that their client understands how the legal process will function for this particular change. A lawyer can help eliminate confusion by explaining their firm’s process to handle this kind of case, and their own plan to tackle the case. Client who understands the steps that will be taken in their case are less likely to have their expectations unmet at the time of termination.
5. Touch base on client expectations as the case continues.
It is entirely possible that their expectations may change as the case continues on. There is always the possibility that the potential outcomes could change, thus affecting their initial expectations for the case. It is crucial that a lawyer be proactive in this scenario, and always inform their client about bad news as soon as possible. However, the most important thing is to consistently communicate that their expectations could adjust and change as the case does.
6. Always stay in communication.
Although lawyers clearly have a lot of work to complete when handling a case, it is crucial that they maintain an open line of communication with their clients throughout the case. According to the American Bar Association, failure to communicate with their clients is the main reason individuals complain about their lawyers. Promptly informing your client of any new information will help to avoid this. Additionally, reach out with regular updates, rather than only answering when they contact you. This will show that you are focused on their feelings about the case and take them into consideration. Finally, take the time to ensure that your client clearly understands what you are telling them. Always be sure they are confident on the current status of their case and what is going to happen next.
Related: What to Do If Your Lawyer Is Not Communicating With You
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If you or a colleague would like to know more information on how to manage client expectations at your law firm, contact us! We can help you get more legal clients.