In many cases, clients hiring an attorney are going through one of the most stressful experiences of their lives. Even if the legal help a client needs is tied to an exciting milestone, like immigration, the sense of uncertainty associated with legal journeys often means clients go into their experience feeling anxious and eager to get things taken care of as quickly as possible. 

Sometimes, clients find themselves in situations where hiring representation is a matter of urgency–which means they may not do significant background research before signing on with an attorney or firm. When this happens, clients sometimes find themselves confused or disappointed with how their case is progressing. Here are our top tips for setting client expectations.

Make sure they’re clear on the representation model 

One of the best ways to ensure a smooth experience start-to-finish is by making sure the client is clear on the representation model you’re providing. 

If you work at a law firm that bills hourly, inform the client of your retainer, your hourly rate and what is and isn’t billable. Clients often struggle with the billable model, believing that it’s in their lawyer’s best interest to work more slowly so that they can charge more–which can foster a shaky relationship. If you work on a billable model, assuage your client’s doubts by explaining clearly what is and isn’t billable: for example, research related to their case might be billable, but if you stopped for a 10-minute conversation with your colleague in the middle of conducting said research, you’d deduct those ten minutes. Making it clear to your clients how meticulous you’re required to be when you bill can help build trust. 

If you work with a limited scope law firm, like Marble, it’s crucial to let them know that the initial services you’re recommending likely won’t be the only services their case requires, and that you’ll inform them what additional services they need as their legal journey evolves. For example, if you’re helping a client with their divorce, and the first service you plan to work on for them is a petition for divorce, but anticipate there may be a court hearing down the road, let them know. Communicate clearly that additional services may be required in their case to reduce the chances of confusion or disappointment down the road. 

Set expectations on timing

Lots of clients are (understandably) eager to get their cases handled as quickly as possible. As most lawyers know, there are a number of factors–both within and outside your control–that can make this difficult. 

For the smoothest client experience possible, focus on what you can control and be upfront about what you can’t. Aim to underpromise and over-deliver. For example, if you’re helping someone obtain a permanent visa, let them know that, in certain cases, it can take up to three years, and give a realistic estimate of how long they can expect to wait based on their specific circumstances.    

Make it clear how clients should reach you

In a recent interview with our co-counsels, we found that 55% of attorneys who work with us prefer being connected via email vs. only 28%  who prefer phone communication. Let your clients know as soon as you get started what the best way to reach you is so they don’t opt for the wrong medium and find themselves waiting for a reply. 

You can also consider introducing a specific communication policy, which you can share with clients as soon as you start working together. If you choose to create a communication policy, be as specific as possible. Clarify your office hours, when you respond to messages, and the platforms you use for document management. Making your preferred communication style and cadence clear from the outset will set you and your client up for success. 

Inform them of additional services ahead of time

If you work at a limited scope law firm, best practice is to let the client know they need an additional service as soon as you know they need it. Explain to them why the additional service is important to their case. It’s important to be mindful that, for many clients, hiring representation is a major financial commitment; taking time to educate and making yourself available to answer questions may put them at ease during a stressful time. 

When in doubt, communicate

According to the American Bar Association, the two most common complaints that clients bring against lawyers are “neglect” and “lack of communication.” These complaints fall within the same category: clients want to feel supported throughout their legal journeys, and spending a lot of money on a lawyer that they never hear from is not an ideal or comforting experience, even if you’re working hard behind the scenes. As a simple rule of thumb: when in doubt, communicate. Clients aren’t likely to complain about over-communication, and, if they feel you’re invested in their case, they’re more likely to recommend you–which can help you grow your practice. 

Under-promise and over-deliver

A final rule to keep in mind when it comes to setting client expectations is to avoid the trap of over-promising and under-delivering. If you anticipate your client’s case may take a year, don’t try to appease them by telling them you think you can get it done in six months. If you think a client’s case may require multiple services, don’t lead them to believe otherwise. And, most importantly, make sure they’re clear from day one exactly what they’re signing up for–and that they’re okay with it. 

Finally, remember that your cases are more than just your workload: in many cases, they’re people going through the hardest experiences of their lives. Educating them, checking in regularly, and providing updates whenever you can will provide them with peace of mind as you work to get them to the other side.