If we, as lawyers, all know what clients want, and if we all try to conform, why are clients so unhappy? Why do we hear such dissent at seminars and read so many articles about their dissatisfaction? 

The answer might be because of inconsistency. Even without infographics like the Consistency Chain below, we all understand that clients want reliability, utility, transparency, tranquility, and the rest. The challenge is that they want it from us on every assignment, and in fact every part of every assignment. Best practice done once isn’t the same as reliability. This is where tools are essential.

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