20.4 - Setting-Client-Expectations
20.4 - Setting-Client-Expectations
Hey guys,
Many client frustrations stem from mismatched expectations. This note focuses on defining what we need to communicate clearly upfront and throughout an engagement to ensure clients have a realistic understanding of the process, costs, timelines, and potential outcomes.
Purpose:
- To proactively manage client expectations from the very beginning.
- To reduce surprises and potential conflicts related to scope, fees, or timelines.
- To build client trust through transparency.
How to Use This Note:
- Identify Key Areas: Review the areas below where clear expectation setting is crucial.
- Define What/When: For each area, determine what information needs to be communicated and when (e.g., during intake, in the engagement letter, at key milestones).
- Discuss & Agree: Refine these guidelines together in Discord.
- Document: Finalize the agreed expectation-setting practices here.
Key Areas for Setting Expectations
Let's define our standard practice for clarity in these areas:
| Expectation Area | What We Need to Clearly Communicate & When |
|---|---|
| Scope of Work | Precisely what legal services are included (and not included) in the engagement? (Documented clearly in Engagement Letter). How are scope changes handled? |
| Fees & Billing | How are fees calculated (hourly, flat fee, hybrid)? What are the rates? When are bills issued? What are payment terms? Estimate of total cost (if possible, with caveats)? Policy on disbursements? (Engagement Letter & Bills). |
| Timelines | Realistic estimated timelines for key stages or overall matter completion? Crucially, how will potential delays (due to courts, third parties, etc.) be communicated? What factors are outside our control? (Upfront & Ongoing). |
| Communication | How and how often will we communicate? What are our response time standards (20.3 - Client-Communication-Standards)? Who is their primary point of contact? (Upfront & Engagement Letter). |
| Process & Next Steps | What are the typical stages involved in their specific matter type? What happens next after this meeting/call? What information or action is needed from the client and by when? (Ongoing). |
| Potential Challenges | What are the known risks, potential obstacles, or less-than-ideal outcomes associated with their case? (Managed appropriately based on case specifics, often verbally first). |
| Client Responsibilities | What do we need the client to do to help us succeed? (Provide info promptly, be available for calls, make decisions, pay bills on time). (Upfront & Ongoing). |
➡️ Let's discuss and agree on our standard expectation-setting practices in Discord: #[Link to Channel #20-4-setting-client-expectations]
(Placeholder for Final Expectation Setting Guidelines)
Our Agreed Practices for Setting Client Expectations:
- Scope: [How defined, documented]
- Fees/Billing: [Clarity points, documentation location]
- Timelines: [Approach to estimates, communication of delays]
- Communication: [Reference standards, key points to cover upfront]
- Process/Next Steps: [How communicated]
- Challenges: [Approach to discussing risks]
- Client Responsibilities: [Key points to communicate]
Setting clear expectations consistently builds trust and leads to smoother engagements for everyone.