I trust that most of your clients would describe themselves as “satisfied”. You want them to be thrilled (and let everyone know that), but you’ll settle for satisfied.
Because it’s so easy for a client to be just the opposite.
It happens when you don’t do something they thought you were going to do or you charged extra for something they thought was included.
If you read negative reviews posted about lawyers, after “not keeping me informed” or “didn’t return my calls” and the like, numero uno is a variation of not getting what they expected.
Of course, it’s never their fault. It’s your fault and the world shall know it.
That’s why you have to go out of your way to CYA. Not just to protect against bar complaints or lawsuits, but to make sure your clients know exactly what they get (and don’t get) so you have a shot at keeping them happy.
Especially when it comes to money. Especially because clients are stressed out. Especially because so many clients don’t trust lawyers.
You can’t just slide the retainer agreement across the desk and hope they sign it without reading it. You need to explain everything, slowly and in plain English. Give them a list of FAQs that spell out exactly what you will do and when, and what you won’t do and why.
Ask them to acknowledge that they understand everything. Asking them to initial lots of things is also a good idea.
Maybe give them a three-day cooling off period.
Because if it’s possible to misunderstand something, your clients will find a way to do it. And blame you.
Marketing 101: keep your clients happy
