Law firms: Do your fee-earners manage clients’ expectations well or not?
In many instances, I would expect the answer to be no.
You would think it would be easy, wouldn’t you? Yet it’s not.
Why? For a few reasons:
🧿Because they are focused on the legal work and not on communicating clearly with the client.
🧿Because they lack confidence.
🧿Because they don’t know what to say.
🧿Because they under-estimate how long a job will take.
This means that they tell the client that the job will be completed on a certain date or at a certain time, but it is unrealistic.
Why do they do this?
🟣Because it’s human nature to under-estimate and they don’t know that.
🟣 Because they are people-pleasers and want to keep the client happy, but it backfires on them.
🟣Because it’s a habit that they keep on repeating.
Then what happens?
💧They miss the deadline and worse still,
💧they do not go back and tell the client!
Result: One not-so-happy client who then has ammunition to ask for money off the bill.
What’s the solution?
💥Ask the client how urgent the job is. It may not be.
💥Ask the following question: How long will it really take me to do this job?
💥Add on another 20%.
💥Communicate clearly with the client, unapologetically, about how long it will take.
💥Add in that if you can improve on the time, you will, but not at the expense of the quality.
💥Reassure the client that you will keep them informed.
💥If things change, always let the client know.
✅Using, my unique True Worth methodology, I help law firms (and other service-based businesses) to get paid their true worth consistently and unapologetically while keeping their clients happy.
Result: Billing up, recovery rates up, confidence up.
Want to know more then do get in touch.
I’m Vanessa Ugatti, author of Amazon Best Seller, True Worth: How to Charge What You’re Worth and Get It. I help accountants, lawyers and consultants to generate more income, have more time and create more freedom without having to get more clients, do more work or compromise value or values.
Ready to talk?
For an initial no-obligation chat, call 00-44-1202-743961 or to order your complimentary copy of Amazon Best Seller click here