7 Tips for Managing Client Expectations as a Law Firm
Clients’ expectations are usually the root of their dissatisfaction with their lawyers. They’re bewildered and angry because the case hasn’t gone as planned.
In the legal profession, demanding clients is nothing new, so how can you meet their demands while keeping your calm? As a lawyer, you already know how difficult it is to balance all areas of your career, from new business meetings to court case preparation and briefings, as well as a mountain of paperwork and satisfied clients.
In the case of certain clients, their file is the essential thing on your mind for the following six months. Clients these days are pretty impatient & most of them expect their work to be completed within a few days, if not yesterday. The work can be extremely challenging, time bound, and even next to impossible.
The key to avoiding these problems is to control your clients’ expectations from the start of your collaboration. Understanding why your customers have come to you for help and what they think about their condition can make it easier for you to move cases forward.
LegalSoftSolution, the best legal marketing company, has outlined the top strategies to manage clients’ expectations in an increasingly complex and stressful working environment. Here are some pointers to assist you to keep your clients satisfied and give them a realistic expectation of what will happen when you represent them & manage it
Are they realistic in their expectations?
If your client’s expectations are unrealistic, even the best service will never be enough. This realization is a crucial first step. The client is the one who unwittingly has unrealistic, impractical, and occasionally unattainable expectations. You must, however, skillfully recalibrate those expectations to a level that can be met.
Two clients with similar circumstances may have radically different expectations regarding your involvement and the outcome of their case. To minimize misconceptions, start your task with a client by meeting with them face to face and explaining the nature of your planned labor and their expectations.
It’s critical to get a clear image of your client’s preconceived notions. You surely don’t want to wait until you fail to reach a goal before attempting to change it. Instead, ask your client this question upfront:
- What are they expecting you to do?
- What is their financial situation?
- What are the primary issues that they are concerned about?
- What deadlines do they have?
- What data will you require from the client?
- Any difficulties you are likely to face during that time
This will provide you with a solid beginning point for understanding their requirements and correcting any false expectations they may have. Being a good listener will make your half job done.
It’s also a good idea to set the preferred means of contact, email response times, your availability to take phone calls, and how frequently you’ll provide progressive bills at the start of a case.
Be open and thorough in your explanations
It’s simpler to deal with relaxed people. Therefore it’s critical to earn your client’s trust and peace of mind. For most clients, becoming involved in a legal issue is like being blindfolded and dragged onto a battlefield. This frequently results in high stress levels and a protective demeanor, which must be disarmed.
Take off their blindfolds and guide them through the legal system. The unknown is a key source of worry. Give them genuine reassurance and take the time to make sure they grasp the legal difficulties and what’s at stake.
When you first begin working with a client, outline the process of their case in detail so that there are no surprises later on. If you don’t do this right away, they’ll be dissatisfied and unprepared, which could damage your connection. It is impossible to avoid certain things, but honesty and forthrightness are better than hiding.
You should also discuss your price and payment expectations during this initial conversation. It can be beneficial to your client if you give cost estimates and establish your costs for future meetings during your initial appointment. Before any work is done, the client can use this information to determine if they can afford it and if they are satisfied with the rates.
Give Individualized Attention
Lawyers are social beings with a desire to serve others. Always treat each client with the utmost respect, listen to their concerns, and work together to get them out of trouble. Implementing these basic steps can improve your well-being while also providing a tremendous contribution to society.
Clients must have faith in their counsel. They may not get the picture of how much time and effort goes into building a case, but they want to know that you’re doing a good job representing them. Giving your clients customized attention that considers their emotions is a terrific way to show them you’re the lawyer they need. You establish the confidence necessary for a successful attorney-client relationship when they see that you understand their feelings and desire for justice.’
If you build a strong relationship with your clients throughout the process, they are more likely to work with you again in the future and recommend your services to their friends and family. Having a positive word-of-mouth reputation is an important marketing tool for attorneys, and it can go a long way in helping your business prosper.
Describe the Timescales
It’s best to be upfront about timeframes from the outset. It might be challenging to estimate, but giving your client an estimate of how long their case will take to be heard will help them prepare for the wait. Some clients may frequently chase their attorneys for information, which can be aggravating for both parties. Give your client a precise estimate of how long their case will take to complete so they know what to expect from the start.
Make Sure Your Client Is Up To Date
‘Keeping the client informed as much as possible during the process, whether via email or phone, is a smart idea. Share important dates & data with them and talk about any concerns they may have to help establish trust and lessen frustration. There will be no surprises on either side if you are honest and communicate with your client frequently. It will be a much smoother procedure.
If Necessary, Gently Modify Expectations
You can start eliminating the jagged corners now that the clay is soft. This is your chance to custom-tailor your client’s expectations for likely outcomes and timelines. Identify hazards in the client’s proposed course of action, if required, and emphasize the benefits of pursuing a different path. This could involve giving them honest and open advice on the legal reality of their situation and whether or not the desired outcomes are possible.
Keep in mind that effective client management necessitates ongoing effort. Make communication a priority by scheduling a quick update every four to six weeks if there is any change. Continue to adjust expectations as needed and create specific targets that you can reach.
Obtain Feedback During the Engagement
The final piece of advice? Check-in regularly
To put it another way, don’t wait until the end of the engagement or until the client expresses an affirmative desire to know if you’ve met their expectations. Instead, keep in touch with your client throughout the process to ensure that their objectives are met and that you’re doing what they think you should be doing. Make it a habit to solicit input regularly.
Conclusion:
These suggestions can help you better manage client expectations and avoid problems and misunderstandings. Giving your clients a clear picture of what to expect in their case and in their relationship with you is an important part of offering the high-quality counsel they deserve.
