Jessica Everett on management of clients’ needs and expectations if you lose

There are always times when a case or matter does not come to the conclusion your client hoped for - and perhaps no more so than for those specialising in criminal or family law. A lawyer sometimes cannot meet client expectations and has to deliver this bad news. So how do you still ensure they feel they had a positive experience?

1. Do you understand your client’s journey?

Expectations are rising – and the pandemic has changed the way clients want to interact with their legal providers. From remote hearings to Microsoft Teams meetings, digital technology has an increased role. But how many firms have looked at the impact of this on the client journey?

Not every client journey wi...

Jessica Everett
Client Experience Team Leader
The Family Law Company

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