3. Admitting Mistakes (and Suggesting Fixes) is What Clients Expect

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  4. Clients Can Handle the Truth

  5. Make the Work Transparent to Your Client

  As lawyers, we’re 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 process flaws, regardless of the associated individual, and capturing learnings.
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  5. Using a Process Chart to Provide Transparency

  5. Make the Work Transparent to Your Client

  If something goes wrong in an engagement, for whatever reason, how do you answer the client who says, ‘Show me your risk assessment and the resultant planning?’ The best response is to produce this in documents, hallmarked with contemporaneous client buy-in.
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  6. What Clients Want and Don’t Want

  5. Make the Work Transparent to Your Client

  Law firms need to understand what clients want from the relationship and what they don’t want to see in a project. In the same way, individual lawyers need to understand what their firms want and don’t want in a project.