2.3 Managing client expectations
The following video highlights the centrality of client expectations and their potential impacts on wellbeing, as well as giving useful tips on how to deal with unrealistic expectations.
Download this video clip.Video player: Video 6
Transcript: Video 6 Managing client expectations
PATRICIA WHITE
I think, with clients and their expectations, it can often be difficult in managing their expectations, particularly in a litigious setting. Most clients expect to be able to win in a claim. That's not always possible. And it's about managing those expectations and explaining to them that, potentially, you could lose this case. And it's also about making sure that you are very much aware of, you can't win every case, and therefore, you make sure that you provide the best that you can within the circumstances and accept that.
I find the best way to deal with more demanding clients and, in fact, all clients that I assist in their litigation matters and employment matters is to make sure that I keep in control of the situation. And that means by making sure that I contact them on a regular basis and provide them with updates. That provides them with the confidence and the assurance. And I think it is important with all clients to make sure that they know from you that you have their best interests at heart.
And I find, also, that it is important to make sure that you're open and honest about them. An example would be, perhaps, if you're not going to be available, maybe, for a couple of days or so, and you're approaching a court hearing. Then, you would make sure that you would contact the client and let them know and provide the assurance to them that they are having their matter dealt with.
VLAD VALIENTE
In the modern world, I think that the IT has moved on so much that people expect an immediate response, and we very much get frustrated when we don't have that immediate response. And I think that's just in the nature, ultimately, of what the new modern world brings with it. But that has an impact on our professional lives.
And ultimately, our clients expect an immediate response. Our colleagues expect an immediate response to things. And that's not always viable. But that, more importantly, adds a significant amount of stress and anxiety to all of us, this extra pressure of unrealistic expectations and also not understanding our jobs. And that's also very important. And that comes in play with the immediate response that people expect.
But they don't recognise that, actually, lawyers don't have all the answers immediately from their brain. We have to go. We research it, look it up, and potentially have a sounding board, somebody else that we speak to and see whether that's come up before, et cetera, before we give the best solution that we can. And that doesn't take five minutes. That takes a while to get to that bottom result.
Video 6 Managing client expectations
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Clients often have high and/or potentially unrealistic expectations of legal professionals. These can range from expecting an instant answer to emails to wanting firm assurances on the outcome of a claim. This means that an important part of being a legal professional is developing emotional competencies, including learning how to manage the client’s expectations, so they are as reasonable and achievable as possible.
Ways to manage these expectations include:
- Ask plenty of questions – The more information and insight you can obtain when you first speak to or meet the client, the more realistic you can be in the advice you give them and in managing their expectations.
- Be clear and transparent from the start – It can be tempting to over-promise to encourage a client to use your services, but this is more likely to lead to the client becoming disappointed or disillusioned further down the line.
- Over-explain rather than under-explain – It may feel as if you are repeating yourself, but regularly re-emphasising your advice and any limitations will ensure your client is consistently reminded about what expectations are realistic.
- Be proactive in providing your client with regular updates – Diarise regular dates to send a quick email or letter on progress. This may sound like extra work, but it will reassure your client that you are working on their case and may mean they feel the need to chase you less frequently.
- Be human – Legal professionals are not robots. If you cannot meet one day because you have childcare or family commitments, you can say that. Provided you explain clearly and offer a reasonable alternative, most clients will appreciate your honesty and relate to your situation.
- Be honest when things go wrong – If things have slipped or you have made a mistake, speak to your supervisor, a colleague or someone else and get their advice on how to explain this to your client. Do not try to cover it up, as this can lead to potentially disastrous consequences for everyone involved.
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Emotional labour in law