- Alert clients to your work and personality style early in the process.
- Manage expectations early when it comes to judgement award amounts, fees, timelines, and likely outcomes of the case.
- Get verbal confirmation that they understand and are comfortable with the risks of moving in any direction.
- Consistently check on how the client is feeling about the direction of the case. The first time you know how they feel should not be when the judgement of the case is made. This will help reveal if any displeasure is based on the judgement or if they have been dissatisfied the entire process leading to the judgement.
- Create a documented system to manage client expectations and ask your supervisors for feedback to help improve your system.
- When delivering unfavorable news, remind clients of your previous conversations about risk and walk them through how this is one of the possible outcomes we discussed.
- Ensure your clients know the specific time and date you will contact them to avoid random check in calls with displeasure of not knowing what’s going on.
- Share a personal story to connect with client and work to build trust. Emphasize that this is not just your job but your passion. This will help client trust you and give you the benefit of the doubt when it comes to your intentions.
- Below are sample statements to help manage expectations and build rapport:
- “I am known to provide information, facts, and the realities of the case in a very straightforward direct way. Now this style isn’t always well received particularly when it comes to delivering unfavorable news regarding claims. If you decide to proceed, I will be working in your best interest, but I am committed to being transparent, honest, and clear about the facts, realities, challenges, and likely outcomes of the case whether favorable or unfavorable. Do you have any questions or concerns about that?”
- “Now I want to share a story about me so you can understand why I do this?… (Remember, sharing a relevant story about your passion for law builds trust and tells the client this isn’t just a job for you but passion.)
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