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Foundations
In a recent ABA article *, inadequate client education was listed as one of seven ways law firms lose money. Unfamiliarity, fear, negative prior experiences and unreasonable expectations can lead to "mismatched expectations", Consequently, the initial contact should be focused on managing expectations on both sides."The Client Education process should accomplish the following:
- Introduce the team and the team concept
- Set clear, conservative expectations
- Define the client's role in the case
- Clarify specifically how the relationship will work:
- How calls will be handled
- When the attorney normally returns calls
- Standard for returning calls
- Support staff's role
- Normal client meeting times
- An explanation of how the process will go
- The preferred communication method, letter, e-mail, phone, etc.
- Review of retainer agreement
- Financial specifics
- Billing rates of various team members
- How hours are billed for types of work, (phone, court, etc)
- What other items are billed and how
- When billings are sent
- When payment is expected, when it is late
- What happens if payment is not received"
All of the above information is then included in a folder for the client to retain.
The process creates "clarity for the client" and a level of accountability for both parties.
* Cole, Dustin "Seven Ways Law Firms Lose Money" Law Practice Today, ABA Law Practice Management Section, Sept. 2004 ; http://www.abanet.org/lpm/lpt/articles/nosearch/fin09043
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