Comments on: Would You Advertise a Client Expectations Manifesto on Your Website?

By: Susan Cartier Liebel

Susan Cartier Liebel — Tue, 05 Jul 2011 02:37:33 +0000

Stephanie – the key is communication. The tone is up to the individual attorney. If it’s written expressing frustration or humor which doesn’t translate well, that can be at turnoff. I think it’s a great idea to do it in many situations – including that which you described. The language is key!

By: Stephanie Kimbro

Stephanie Kimbro — Mon, 04 Jul 2011 16:45:03 +0000

While I do believe this particular client manifesto is harshly worded and a little too condescending, I can appreciate that they wrote it in plain language and without any typical disclaimer wording and legalese.

I have a statement in the registration for my virtual law office about social media that tells prospective clients how I will and will not respond to them using online methods of communication. It might come off as a little strict as well, but it’s not in my About Me section or up front where it might deter the prospective client from thinking that I want to start off a working relationship with them “on the defensive.”

I’m also reading this manifesto and thinking of it in terms of unbundling legal services. For that type of practice, I need to clearly define the lines with prospective clients before I enter into working with them and sometimes it’s tempting to say exactly the things they have written down here. Because I unbundle my services I have to be very specific about how we will communicate and work together so that there are no misunderstandings or false expectations from the very beginning. A well-crafted manifesto for the unbundling client that lays this out is not a bad idea.

By: Susan Cartier Liebel

Susan Cartier Liebel — Sun, 03 Jul 2011 14:02:53 +0000

What a great observation. I think it’s part and parcel of the overall attitude towards each respective profession. In addition there is generally insurance covering therapy sessions which brings in the ‘investment’ and ‘ownership’ angle we have on each professional’s time. We are taking a lot of money out of pocket for lawyers and usually on an isolated basis. Therapy is mostly ongoing and usually voluntary. I’m sure these factors play into expectations. Yes?

By: mary katherine brown

mary katherine brown — Sat, 02 Jul 2011 21:51:02 +0000

I am new to SPU, and I have been reading the blogs and posts for several hours! What a wealth of useful information! In connection with the above as it relates to managing clients’ expectations, I think lawyers might take some tips from therapists. I am in NYC and as we have no shortage of lawyers, we certainly have no shortage of therapists, either. Nevertheless, it seems most therapists are very good at minding their time, and managing their patients. I could be wrong, but I don’t think the majority of patients bother their therapists at night and on weekends with all the ups-and-downs in their life between sessions, and at the end of the session, patients expect to leave without a fuss. Maybe it is knowing that there will always be “next session” to discuss, I’m not sure, but it may be worthwhile to take a closer look to see if we can learn something Any therapists here?

By: Susan Cartier Liebel

Susan Cartier Liebel — Mon, 18 Oct 2010 16:50:32 +0000

Thanks, Karen. I agree with your statement the lawyers’ needed the manifesto more than the clients. My manifesto is a bit ‘tongue and cheek’ but it provides the groundwork for someone to create one of their own and they are free to use what I’ve written as is or as a launch pad for their own if they believe they need to publish one.

By: Karen Swim

Karen Swim — Mon, 11 Oct 2010 22:46:30 +0000

Susan, thanks for sharing this manifesto, it is a great find and excellent point to discuss. i recognize the frustration that motivated this policy. Early on in my solo business, I experienced it enough to realize that I had to improve not only my targeting but management. It wasn’t that the clients needed a manifesto, I did. I think policies are wonderful and can actually draw clients in by showcasing your commitment and personality. I have received great response and new clients to my social media and writing policies.Thanks again for sharing the original and your modifications.

By: Susan Cartier Liebel

Susan Cartier Liebel — Sun, 10 Oct 2010 12:28:21 +0000

Jennifer,

Others across the net have lambasted this law firm for not being client-centric. I chose not to because there can be merit in creating a client manifesto of sorts which lays out the parameters of the relationship beyond the Rules of Professional Conduct and obvious professionalism when dealing with a client. This can also be put in your client ‘handbook’ or (if you have guts) the web. But it needs to be more friendly if not humorous while sending the message intended.

Having been a family lawyer I know first hand what they are talking about. But I do believe this was reactionary to frustration rather than as thought out as it could have been. Again, I’m discussing the first portion of the manifesto, not the latter.

By: Jennifer J. Moheyer

Jennifer J. Moheyer — Sun, 10 Oct 2010 09:31:13 +0000

What an interesting page to include on a website … I’d be very curious to hear their motivation behind the language they used, because you’re right Susan, there are at least a dozen ways to “soften the punch” and be less abrasive, but still get the message across … yet they opted not to.

Websites are often times a business’s “first impression”, so I’m intrigued to know what effect upon their client enrollment (if any), it has had.

I’d be reluctant to put such an abrasive foot forward … thanks for the thought provoking post!

By: Susan Cartier Liebel

Susan Cartier Liebel — Sat, 09 Oct 2010 17:52:57 +0000

Betty, of course this was just my quick modification. When you write one it should reflect your policies and expectations and worded in a way which also reflects your personality and is consistent with the image you wish to project. I believe in being welcoming and setting reasonable boundaries while injecting a little humor, too. Would love to see yours when it’s available.

By: Betty Burley

Betty Burley — Sat, 09 Oct 2010 16:47:26 +0000

Susan, I agree wholeheartedly that the original is offputting. It didn’t make me feel “welcome.” I think that manifestos are a good thing. I’m considering using and/or adapting your version for the website that I am developing.

I’m a firm believer that in life, as well as in practice, we teach people how to treat us. By letting prospective clients know up front how you will treat them and how you expect to be treated, you are setting a tone for your entire professional relationship.

Thank you for sharing this!