Managing Client Expectations in Law Firms - From Instruction to Conclusion

Introduction

Many complaints against law firms arise not from poor technical advice, but from a difference between what the client expected and what the firm delivered. Misunderstandings about costs, timescales, communication and likely outcomes can quickly develop into dissatisfaction, formal complaints and reputational or regulatory risk.

Managing expectations requires more than issuing a comprehensive client care letter at the outset. Firms must communicate clearly throughout the matter, respond appropriately when circumstances change and maintain an effective record of advice, instructions and decisions.

In this new virtual classroom seminar, Tracy Thompson will explain how law firms can manage client expectations from initial instruction through to conclusion. The session will provide practical guidance on preventing misunderstandings, addressing concerns at an early stage and creating a clear and defensible record if the firm’s service is subsequently challenged.

What You Will Learn

This live and interactive session will cover the following:

• Establishing realistic client expectations at the outset
• Explaining costs, timescales, communication arrangements and likely outcomes
• Managing expectations when circumstances or instructions change
• Communicating delays, problems and unwelcome developments effectively
• Keeping clients appropriately informed throughout a matter
• Recording advice, instructions and client decisions clearly and defensibly
• Recognising and addressing dissatisfaction before it becomes a complaint
• Using effective expectation management to reduce complaints and regulatory risk
• How effective client care supports compliance with regulatory and quality standards

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.