Posts tagged ‘client’
what we *expect* from clients
In a recent post, I spent some time outlining what folks can/should expect from a lawyer. Now, it’s my turn to suggest what your lawyer can expect from you, the client. Understanding these expectations on the front end makes it much more likely that both you and the lawyer will meet (or exceed) said expectations. The result? A much more pleasant, productive experience.
[I want to state on the front end that various clients have not always followed the seven suggested courses of action below, and more than once (but never more than once with the same client). When I started discussing expectations with clients (both theirs and mine) at the beginning of representation, it was quite magical! I found that we both were much happier throughout the process. Thus, why I'm sharing the following ...]
In a nutshell, I expect clients to treat me the way they want to be treated (does ‘do unto others…’ ring a bell?), but to be more specific, I offer the following seven expectations:
First, please speak softly. Please do not shout at me, or even raise your voice. This is never okay, even if you are angry, disappointed, upset. I will never, ever raise my voice at a client and I expect the same.
Second, please always speak the truth. Untruths are never acceptable. See above – same rules apply.
Third, please disclose everything even if you don’t think it’s relevant. I cannot do my job unless I have ALL the relevant information. As the attorney, it’s my job to decide if it’s relevant or not. So it therefore is imperative that a client provide all available information. I am bound by very strict ethics rules to keep all client information confidential, so any disclosure is safe with me. But if you want me to do my best, I need to know EVERYTHING.
Fourth, please pay timely for my work on your behalf. I perform all legal work according to the terms of written engagement agreements. The agreement outlines very specifically what the fee(s) involved for work will be, and the terms for payment. I welcome all comments, questions and feedback on my fees. Once we reach an understanding, I expect to be paid timely. Just as you expect me to do my work timely on your behalf.
Fifth, please communicate timely with me. I commit to returning all communication within 24 hours of receipt (unless I physically am unable to do so, and then someone from my office will contact you on my behalf). I think it’s only fair that a client respond in a like manner. So, if I call you to discuss your matter, please call me back. I can then do my job efficiently and timely, which will make you happy. (And, by the way, if any of your contact information changes, please share this with me. I can’t call you if I don’t have your current telephone number.)
Sixth, please don’t ask me to do anything unethical, illegal or otherwise inappropriate. While this should be obvious, I am obligated to forego participating in any such activity. Upon sharing my professional opinion regarding a requested course of action, you are welcome to seek counsel from another attorney if you don’t like my response.
Seven, please treat my office staff with the same respect you show me. My staff will always treat you exactly as I would, and will communicate with you honestly and respectfully. I simply ask the same of my clients. Then, we all have a pleasant experience. And always remember: You catch more flies with honey than vinegar.
After 13 years in practice, I’ve found that we all do a better job when we know the expectations up front. Sometimes what should be obvious isn’t, especially if someone is in a heightened emotional state regarding a legal matter.
I consider it a true privilege to work for my clients, and am grateful for the trust and reliance they place in me. Since I began clearly communicating my mutual expectations, I can say that I have had only positive interactions with my clients. Happy clients, happy lawyer, happy world!
What can (should?) you expect from your lawyer?
The sole focus of my daily work is to serve my clients. But for my clients, I would have no practice and therefore no work. So how do I best serve my clients? By meeting their expectations.
If you’re a consumer of legal services, you will benefit most from legal counsel if you have a clear set of expectations and can communicate these expectations to your attorney.
In our initial meeting, I ask clients to share their expectations with me. The quickest way to get a direct answer is to ask a direct question. This often leads to a conversation rich in information for both my client and me. But not always . . .
Thus, I also put myself in your shoes and ask myself, ‘What would I expect of my lawyer?’ Sometimes clients don’t have crystal-clear expectations on the front end, as this may be their first rodeo (to borrow a phrase from my cowboy husband). Many, many of my clients have never worked with an attorney before and thus aren’t sure what to expect.
So … the million dollar question. How do I meet client expectations, when clients aren’t even sure what those expectations are?
During my 13 years of legal practice, I’ve had some time to think about this. The result - HERE IS THE LIST of what I think YOU should expect from your lawyer. He or she should:
- Charge reasonable fees – and flat fees where possible
- Ask for your feedback throughout the process, listen to it, and integrate it into the process
- Understand your individual situation, plans and goals – this includes identifying actual or potential problems
- Assist you in avoiding problems where possible
- Solve problems (that weren’t avoided/able)
- Consider money – how you can save and keep it
- Offer expertise – depth and breadth – in the law
- Understand the nature of your business/industry/personal situation – whatever is relevant to providing the legal counsel you seek
- Communicate timely and appropriately with you regarding your matter
- Act in a manner that is trustworthy, respectful and courteous
- Provide prompt and understandable billing – with no surprises as to fees and expenses
- Advocate for your interests
- Provide guidance and advice that is responsive to your specific needs
- Refer you to other trusted and qualified professionals when your situation requires assistance outside the scope of your attorney’s expertise
On my list of resolutions for 2011 is to provide each client with this list of expectations, and ask them to comment/add as they see fit. Constant attention to acknowledging my clients’ expectations makes it much more likely that I will meet them successfully.
HOWEVER . . . because I view my work with clients as a partnership, there’s a second part to this equation. In order to meet client expectations, there are some things that *I* expect as well. Stay tuned for that list . . .
