7. Clients Can Handle the Truth
The Wrap-Up Meeting is the time to face the client, with all candor, to analyze what went right and wrong, and why.
April 26, 2021 at 12:19 AM
4 minute read
The original version of this story was published on Lean Adviser
"It's important to develop trust that you are both ultimately working for the greater good of the organization, put aside differences (petty or not) and seek each other's feedback and welcome criticism." — Priti Shetty, General Counsel, ICICI Bank UK
Lawyers are engaged with clients in projects. All the stakeholders do their best in challenging circumstances. Their personnel make missteps and so do we. Clients get that. What clients want and care about is identifying mishaps and process flaws, regardless of the associated individual, and capturing learnings.
The Wrap-Up Meeting is the time to face the client, with all candor, to analyze what went right and wrong, and why. This should involve the law firm, the client players, and any other stakeholders. This is sometimes imagined as a 'confessional' or 'post mortem,' which conveys entirely the wrong tone. It should be a workshop.
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