Three Basic Questions: A Roadmap to Client Satisfaction

Originally published for Thomson Reuters Legal Executive Institute on March 31, 2015

Achieving client satisfaction requires more than doing excellent legal work and reaching a satisfactory outcome. It requires the lawyer to deliver service in a way that meets the needs and expectations of the client and for a fee commensurate with the value of the service delivered.

That’s why a lawyer should answer three basic questions at the outset of every engagement:

  1. What is the legal service the client wants delivered?
  2. What is the value to the client of that legal service?
  3. How do I deliver that service for a fee that matches its value?
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