Managing Client Expectations
Hi All,
Last week we discussed why attorneys consider leaving the law. As part of that discussion, we thought about how the pressure of being a lawyer influences your desire to continue practicing law. Part of the pressure placed on lawyers comes from clients and their expectations. If you can optimize setting expectations for your clients that can relieve pressure from your shoulders.
While different clients come to you with different expectations, we will focus on three categories:
Cost
Timeline
Responsiveness
How you manage your client’s expectations of the cost of your services will certainly vary depending on your services and how you charge for those services. Before your first conversation with a prospective client you should have a clear plan in your mind regarding fees and how they will be collected. This way, when you do first speak to a prospective client, you can have the fee conversation during that initial conversation. Being transparent and communicative about the fees and factors that may affect the fees going forward allows your prospective client to make an informed decision about whether to engage your services and will reduce the potential for future frustration about costs going forward.
In the episode, Amy shared how she utilizes both the initial meeting with a prospective client in tandem with the written retainer agreement to help facilitate the understanding so that, if the individual choses to retain her services, the fees are clear and they can focus on the reason for the retention. Haley reveals some factors that immediately drive up the cost of a litigated matter.
Number two on the list is the timeline of the matter. A definitive timeline is likely impossible in most, if not all, practice areas. Almost always, some aspect of a matter is dependent on a third party or multiple third parties. Just as with cost, transparency about factors that impact the timeline is important right from the beginning.
We both have these conversations with clients right away and we also continue these conversations as the matter continues. The unprecedented backlog in the courts has presented many new challenges to lawyers. Among them is the uncertainty of the case timeline and when your matter will be reached for trial. Haley has found that a frank conversation about not only what you know, but what you do not yet know, is a good way to help your client understand what may or may not happen. It also helps them feel more grounded to you because they can feel more comfortable that you are sharing information with them.
Number three is responsiveness. You must keep you client informed in a timely manner. This can be a pitfall for attorneys on both ends of the spectrum. Timeliness with responsiveness is critical and you should be aware of your obligations in your jurisdiction. On the other end of the spectrum is acknowledgment of your boundaries and you do not necessarily have an obligation to be available for your clients 24/7.
We both try to avoid late night work emails - this is a boundary that we attempt to adhere to. Although, work emails are the first to grab our focus at the beginning of the work day so we can prioritize what needs our attention. Depending on the request, a quick email acknowledging the request may serve to enhance your relationship with your client because that will help them feel seen and heard and their mind will be more at ease knowing that you will get back to them.
The attorney-client relationship can be challenging. It is not always possible to manage everyone’s expectations in the way they want. Communicative management of those expectations is one way to relieve some of the pressure of that relationship.
We would love to hear tips for how you successfully manage your relationships and whether any of our tips help you! You can email us at info@lawyerswholaunch.com or reach out to us on Instagram @lawyerswholaunch.
Thank you!
Haley & Amy
Please keep in mind that your jurisdiction will have rules of professional conduct that you must follow. This discussion does not focus on the any such rules, including the rules from the jurisdiction where we practice. Rather this is a discussion of tips we have found helpful in managing client expectations in our own experiences. This should not be taken as legal advice.
Nothing contained within this podcast is intended or should be construed to be legal advice and does not create any attorney client relationship. No material on this site, social media, or in the podcast is intended to be a substitute for professional medical and/or mental health advise, diagnosis, or treatment. Always seek the advise your physician or other qualified provider with any questions you may have regarding a medical condition or treatment and before undertaking a new health care regimen. Never disregard professional medical advice or delay in seeking it because of something you have read on this website.
