by Jeffrey Miiller and Jill Kohn, PhD

The perception of overlawyering -- that lawyers are constantly looking for ways to bill more hours -- is an all too common issue that must be addressed. It is important to clarify with the client that your firm is obligated to consider all of the issues relating to the matter and explain the risks and options along with estimated costs. It is up to the client to then decide how to proceed on those issues. Make it clear that your goal is not to bill more hours but rather to make sure the issues are fully understood and addressed.

For more tips, check out our article on "The Top Five Reasons Why Clients Leave and How to Prevent It."

Labels: management, why clients leave

by Jeffrey Miiller and Jill Kohn, PhD

When a client complains about your rates, it means they are not fully aware of all the benefits they are receiving. It is up to the lawyer to effectively communicate all the benefits he or she brings.

Constantly consider how you can increase your perceived value. Enhancing your exposure and ability to communicate all of the benefits to the client can dramatically improve the client's perception.

For example, periodic review of bills with the client is an opportunity to answer questions and a chance to review all of the benefits, including added-value services for which the client was not charged. Another way to manage the client's expectations regarding cost is to offer a periodic status report on all activities, fees, and potential increases in fees. Never let an unusually large invoice go out the door without first telling the client, so the client is not blindsided by it.

For more tips, check out our article on "The Top Five Reasons Why Clients Leave and How to Prevent It."

Labels: management, why clients leave