Client Relationship Management – Law Society of Alberta

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Client Relationship Management

Client relationship management requires a lawyer to interact effectively with clients in person, online and on the telephone. This involves managing client expectations, remaining in communication with clients and balancing the needs of all clients.

Resource	Summary
CPD Tips: Client Relationship Management	Many concerns received by the Law Society relate to client relationship management issues such as lawyers who don’t return phone calls, clients who don’t know the status of their files and clients who don’t understand the services they are receiving.
Bridging the Gap	All too often, lawyers or their clients adopt a “my way or the highway” mentality. This type of approach tends to be counter-productive when trying to determine how to best resolve a dispute.
Client Communication Toolkit: Client Service	Clients have a myriad of different needs and preferences, so there is no single right way to offer or provide legal services.
Client Communication Toolkit: Legal Fees	By highlighting common pitfalls, best practices and recent developments, our goal is to help you meet your clients’ expectations and achieve a more successful, satisfying practice for yourself.
Contingency Fee Issues	Law Society of Alberta audits have disclosed a wide range of methods for calculating contingency fees, many of which result in overpayments to lawyers.
Detecting Identity Fraud	Due to recent incidents of identity fraud, it is important to investigate this question if your newest client is such a borrower.
Interactive Non-Engagement Letter Guide	A non-engagement letter confirms to a potential client, after a consultation or phone conversation, that the firm is unable to act on the matter.
Interactive Retainer Letter Guide	Retainer letters are recommended practice in Alberta for non-contingency retainers.
Untying the Knot: Withdrawing from a Client	Lawyers frequently ask the Practice Advisors whether circumstances justify firing a client. Even if the answer is yes, sometimes the lawyer is obligated to continue acting.