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The first half of this is managing expectations before things take long. Under promise, over deliver. Example: In a perfect world records requests take about a month. But in a realistic world it can take several. I tell them upfront what to expect time wise. But, I make sure they know we’ll be following up diligently.
Also, get them involved wherever possible. When a client has homework they’re less likely to be reaching out to your for status on things and it can also help keep things organized and moving forward.
I used to play Goldilocks and the three bears: “If you want, I can probably settle your case for $500.00 tomorrow. If you are looking for $1 billion, the defense will probably keep you in court for the rest of you life or you will never see it. Your case has a value between the two and will take some amount of time between the two. I understand you want it done quickly. But if you want it done right so as to maximize its value, that will take time.”
I have to say something like this my clients at least once a day. It's the only thing that seems to get through to them most of the time.
I set the stage early and explain that it can take a long time for reasons that are out of my control - i.e. doctor’s offices processing Authorizations, defense counsel dragging their feet, courts being overloaded,etc. i do let them know that i will do everything to move the case as fast as possible and as is practical on my end. Saying this from the beginning is critical.
I agree with all of the above. I also tell them from jump that litigating an issue does not speed things up, that it's a marathon, not a sprint to settlement (or whatever resolution you're seeking), etc. Some are more high maintenance than others, but putting in the time to manage expectations is usually rewarded.
I think it’s important to give updates even if there is no update. For example, client X this is your weekly/bi weekly update. We requested/sent this motion we are waiting for an answer. No action is needed from you at this time.
This way they know work is getting done and that it’s a waiting game.
Keeping clients in the loop is just as important as managing their expectations from the outset.