Perspective From Law:
Achieving Client Satisfaction Through Managing Your Clients' Expectations

By Patrick J. McKenna & Ronald F. Pol

More important than determining your client's satisfaction, or the value of your services after the event, is to agree in advance on the key elements that will determine client satisfaction and value. From the firm's perspective, this might be seen as helping shape your client's expectations. From a client's perspective, it might be seen as identifying, from the outset, what will add value to the client. Same thing? Maybe. Valuable to both? Absolutely.

In order to be able to manage your client’s expectations all the way through a particular matter it is important to identify key factors that enable you to deliver value effectively to the client organization. Doing so will ultimately lead to client satisfaction.

Setting the Bar for Client Satisfaction

In concert with your client, you should develop a specific checklist of what their expectations are and what, for them, would constitute real value being delivered on the matter at hand.

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