Legal Marketing & PR

Are You Meeting Client Expectations? Do You Know What They Are?

By Tom Kane

Meeting client expectations has been a recurring theme of mine, and one I have discussed a number of times in the past. (See Continue Reading below for links to several of them.) But, those posts dealt mostly with meeting client “service” expectations. What about the “outcome” or “results” side of a client engagement.

Chuck Newton’s Rides The Third Wave blog has a post about the dangers relating to client expectations that fall into that category.

Happy clients are the ones whose expectations have been met, and more work or referrals from that client group are a direct result of said happy clients. It makes tremendous sense to make sure you have done a great job of communicating with your clients as to what they can expect not only in how their matter and engagement will be handled, but how realistic their expectations are as to the outcome as well.

It isn’t easy to talk about potential negatives when attempting to sell your services to a potential client. But, the more straight forward a lawyer is in explaining what the client should expect, in both how their matter will be handled and the potential options as to outcome, the better the long term reputation of that lawyer will be.

So, make sure that you ask and understand the expectations of your clients in both areas. That is smart marketing.

Managing Client Expectations

Again, Exceed Client Expectations

It Really Is All About Satisfied Clients

Full post as published by Legal Marketing Blog on January 20, 2009 (boomark / email).