Beyond the engagement.
WHAT CLIENTS ACTUALLY VALUE
Being understood Responsiveness Clear communication in their language Predictable fees Being told bad news early
WHY RESPONSIVENESS DOMINATES COMPLAINTS
Unanswered communication is the most common complaint against professional firms.
WHAT TO ESTABLISH
Response standards, and meet them.
WHAT ACKNOWLEDGEMENT ACHIEVES
It prevents chasing, even before a substantive answer.
WHAT TO AVOID
Technical language the client does not use Long documents where an answer was wanted Disappearing during the work
WHAT TO PROVIDE
Progress updates, unprompted.
WHY UNPROMPTED
Silence is interpreted as inactivity.
WHAT TO ESTABLISH
Who the client's relationship is with.
WHY
Relationships held by one individual leave when they do.
WHAT TO DO
Introduce others, deliberately.
WHAT TO DO ABOUT BAD NEWS
Tell them immediately, with options.
WHY
Delay converts a problem into a grievance.
WHAT TO ESTABLISH ABOUT EXPECTATIONS
What outcome is realistic.
WHY
Clients who expected more than was ever possible are dissatisfied with good work.
WHAT TO DOCUMENT
Advice given, and instructions received.
WHY
Recollection differs, and it is the basis of any complaint.
WHAT TO ASK PERIODICALLY
Whether the service is meeting their needs.
WHAT TO MEASURE
Repeat instructions, referrals and complaints.
