Presenters:
Mallory Hughes, Berry Law Firm
Tiffany Beerman, Dvorak Law Group
David Pontier, Koenig Dunne
Kyle McGinn, Hauptman O'Brien

Description:
One of the most important skills a lawyer can have is rarely, if at all taught in law school. Management of the relationship, communications, work, and expectations with the client is critically important. We've assembled attorneys from Criminal Law, Personal Injury, Family Law, and Business Law backgrounds to discuss their do's and don'ts of client management.

Outline of Discussion:
1. Initial Consultations – Setting the Stage/Ground Rules

-Client Screening and Selection

-Ground Rules for Representation

-Client Onboarding

2. Client Communications – The Good, the Bad, and the Ugly

-Forms of Communication

-Updates and Case Progress

-Using technology for communication (e.g., client portals)

-Client education and empowerment – help them help themselves

3. Expectations Game

-Clarity in Expectations, Understanding what the Client is hearing/wanting to hear

-Expect the worst, hope for the best (but don’t talk about the absolute best too much)

-Managing timelines and deliverables

-Dealing with client dissatisfaction

4. Case Management Systems / Retainer Agreements / Office Staff Points of Contact

-Billing Practices and Systems – An important part of the relationship

-Client Feedback and Satisfaction Surveys

5. Can’t Win Them All – Dealing with Difficult Clients

-Strategies for managing unreasonable client demands

-Conflict resolution with clients

-Recognizing when to withdraw from representation

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