Marketing & Management Blog

From the client’s point of view, it appears that the matter has been collecting dust until moments before the arrival of the deadline. This is usually not the case, but the perception occurs because the client does not hear from the lawyer until the last minute. …Read Full Entry

If a client remarks that the firm is understaffed or that the attorney has too much on his or her plate, it reveals an erosion of confidence. …Read Full Entry

It is imperative to discuss and clarify what the client expects in terms of responsiveness. This may be difficult if the client’s expectations are unrealistic. Discussing the matter before engagement will illuminate differences that can be effectively addressed before the client becomes dissatisfied. …Read Full Entry

Some clients don’t know whether they are being billed for engaging in small talk with their lawyer. This may seem trivial to the attorney, but it is important to clients and is frequently mentioned in client satisfaction surveys. …Read Full Entry

This is a complicated issue. First, it is important to clarify what on-the-job training is. …Read Full Entry

by Jeffrey Miiller and Jill Kohn, PhD

The perception of overlawyering — that lawyers are constantly looking for ways to bill more hours — is an all too common issue that must be addressed. It is important to clarify with the client that your firm is obligated to consider all of the issues relating to the matter and explain the risks and options along with estimated costs. It is up to the client to then decide how to proceed on those issues. Make it clear that your goal is not to bill more hours but rather to make sure the issues are fully understood and addressed.

For more tips, check out our article on “The Top Five Reasons Why Clients Leave and How to Prevent It.”

by Jeffrey Miiller and Jill Kohn, PhD

When a client complains about your rates, it means they are not fully aware of all the benefits they are receiving. It is up to the lawyer to effectively communicate all the benefits he or she brings.

Constantly consider how you can increase your perceived value. Enhancing your exposure and ability to communicate all of the benefits to the client can dramatically improve the client’s perception.

For example, periodic review of bills with the client is an opportunity to answer questions and a chance to review all of the benefits, including added-value services for which the client was not charged. Another way to manage the client’s expectations regarding cost is to offer a periodic status report on all activities, fees, and potential increases in fees. Never let an unusually large invoice go out the door without first telling the client, so the client is not blindsided by it.

For more tips, check out our article on “The Top Five Reasons Why Clients Leave and How to Prevent It.”