Tips to pre-empt complaints
Often it is possible to prevent a complaint. Here are some tips:
- Stop acting (subject to your regulatory duties when Ceasing to Act) or don't accept instructions - bad clients don't pay, don't refer business and, most importantly, take up time that could be spent acting for good clients.
- Get Costs on Account and never let them slip below an agreed figure; avoid any fee exposure.
- Be very clear on who can provide instructions and record this in the Engagement Letter.
- Be very precise with estimates and fee updates, timing and the scope of our instructions. Sticking to the agreed parameters should ensure there is no room for complaint even where the client is dissatisfied. Document all changes in writing.
- If you suspect the client is not satisfied, discuss with them at an early opportunity how this could be remedied. Confirm and agree action items with the client by email.
- Use Tracker and time-record in a detailed way.
- Keep full attendance notes of telephone calls.