If customers are dissatisfied with their lawyers, the real issue is typically their expectations. They’re unsettled and irritated if the situation hasn’t gone the way they expected.
The easiest way to avoid these issues is to manage your clients’ aspirations right from the beginning of your agreement. Understanding why your customers have come to you for assistance and what they believe about their situation will help you move cases along quickly.
Let’s look at some points that you need to keep in mind while handling your customers:
- Remember to listen and clarify all the doubts with your customers.
Your first encounter with your customer will be your first chance to learn about their assumptions for the case. You might like to concentrate on the case’s specifics, but it’s also crucial to understand how customers feel about it. Setting and maintaining their expectations requires an awareness of their emotional reaction.
- Determine what your clients expect from you.
Two clients with comparable cases may have vastly different expectations about your involvement in the case and the results. To avoid misunderstandings, begin the job with a face-to-face encounter with the customer in which you talk about the scope of your job and their demands.
You may also use this meeting to establish some guidelines like- How long do you anticipate this case to last? What obstacles are you most likely to encounter? What data will you want from the client? It would be best if you also discuss your charge and payment expectations during this initial discussion.
- Ensure that your clients accept all possible outcomes.
Your client will not only expect to win a challenging case but also to profit handsomely from it. When you understand that perhaps a settlement is a top pick, they may expect a spectacular conflict in the courts. To keep your client grounded, be open and honest about all conceivable outcomes, including worst situations, right from the outset. Ensure that customers know what you can handle and how new facts might affect their case results.
- Re-examine the client’s requirements as the situation changes.
Managing client expectations at the start of a case isn’t enough. As the case progresses, the client’s emotions and viewpoint may shift, and you may discover yourself in tough talks. Be proactive by instantly notifying the customer of any negative news and being prepared to offer them choices. Ensure that your client understands what aspects are under your control and which are not.
- Take Them Through Your Approach
Many customers have minimal knowledge of the legal system and may approach you with preconceived notions based on television shows. Clients with more experience may have expectations based on their previous interactions with other legal firms. Assist clients of various backgrounds by guiding them through your firm’s procedure, including your overall strategy for their case.
In addition, go through your office’s processes and communication expectations, focusing on your client’s preferences. Determine if they want to interact through phone, email, or text and whether they wish to communicate outside of usual business hours.
- Remain in contact with your clients.
As per American Bar Association, one of the most common reasons individuals complain about their attorneys is miscommunication. Give your customers a call whenever there is any new information on their case, even if it has been long. If you have unpleasant news to deliver, do so over the phone or face to face so you can judge their reaction; avoid sending sensitive or complex information by email. Respond to your client’s calls and emails as soon as possible, and always take the time to ensure that they understand what you’re saying.
- Give individualized attention to your clients.
Clients must have faith in their lawyers. They may not recognize how much time and effort goes into building the case, but they want to know that you’re treating them well. Giving your clients customized attention that considers their feelings is a great approach to show them you’re the lawyer they need. You establish the confidence required for an effective attorney-client connection when they realize that you respect their sentiments and desire for justice.
These suggestions can help manage customer expectations and avoid problems and ambiguities. Giving your clients a clear picture of what is happening in the case and their interaction with you is an essential part of offering the high-quality counsel they deserve.
While maintaining your relationship with the clients, you also need to provide quality service. Vanan Services offer reliable legal transcription of recorded legal audio and video to enhance the quality of your work. Don’t wait; contact us now!