Start the client relationship right and help the members to understand what you are doing for them and what they need to do to help you resolve their legal issue. Below are some things that you can do that will help avoid member resolution requests.

• Set expectation levels immediately in terms of outcome, cost and timeline of actions.
• Explain the retainer: how it works, how the hourly fee is discounted and how time spent on phone calls can draw down the retainer.
• Explain "cost" is for the original suit or legal action - not appeal or non-suited and re-filed action
• Give the client an alternative contact person at your firm - someone they can speak to when you are in court and not available.
• Advise member if you will not be the person who will handle their case in court
• Always show up for court

Explain the client's options clearly.

• What you can do
• What is outside your control
• What is outside the control of the client
• Explain the advantage and disadvantages of their options

WOW Training: Value

I promise to look for ways to give clients more than they ask for, and create value for them with every opportunity.

Consumers believe companies that they do business with exist to create value for them. They evaluate companies based on the value they perceive. For most consumers this perceived value is more important than the real value. Most clients are more concerned with an attorney's communication and customer service than they are with their actual legal advice. The following tips will help enhance your client's perceived value while maintaining a high level of real value.

• Be as specific as possible in outlining the details of a client's legal matter.
• Allow clients to explain their situation to their satisfaction, not just yours.
• Don't just give answers, give options - all of the options.
• Focus on what you can do, not what you can't do.
• Learn how to walk the tightrope between sounding professional and competent without seeming arrogant or elitist.
• Provide the member with a memorable experience by sending a follow-up note or making a follow-up call after a case.
  
• Get creative; look for opportunities to provide great customer service to your clients.