ABSTRACT
All these are complaints about the delivery of the work rather than about the work itself or the costs. In this there is a powerful message in that by providing a service that equals or exceeds client expectations we can have satisfied clients, less fee resistance and more profitable case work. The powerful message is that after all, we were not being criticised by our clients for the quality of our legal advice, in which most of us take professional pride. Clients are criticising us largely not for the quality of our legal knowledge or advice, but for the service element, which has only in the past few years become to be seen as an important, if not the most important, part of the legal service process. We were not trained to provide a service to the client but we can be (re-)trained and we can learn and we can do it. This is one of the big messages of client management for solicitors.
