What Clients Actually Want From Their Lawyers Now

Responsiveness beats prestige, fixed fees beat surprises, and plain English beats Latin. What client surveys keep telling the profession. In this article we look at the background, the key issues and what readers should do next.

The background

To understand why this matters now, it helps to look at how the position developed. For years the rules in this area were settled, and most practitioners could advise clients with confidence. That changed as courts, regulators and clients began asking harder questions, and as new technology and business models exposed gaps that the old approach never anticipated.

The result is a period of uncertainty. Different courts have reached different conclusions on similar facts, guidance has been issued piecemeal, and the practical burden has fallen on the people and businesses who have to make decisions before the law is fully settled. For readers, the most important point is that the outcome in any individual case will depend heavily on its facts.

Why it matters

Legal services are changing faster than at any time in a generation. Pricing models, technology and client expectations are all shifting, and the firms that adapt are winning work from those that do not.

For clients, the change brings more choice, but also more responsibility to understand exactly what they are buying.

Clients do not want a lecture on the law. They want to know what it means for them and what to do next.

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A practical checklist

Whatever route you choose, a few questions will help you avoid unpleasant surprises.

• What exactly is included in the fee, and what is not?
• Who will do the work, and how will you be updated?
• What happens if the matter becomes more complicated?
• How can you raise a concern or complaint?

Common questions

Does this apply everywhere? No. The rules differ between jurisdictions, and local procedure can change the practical outcome even where the principles are similar.

When should someone get advice? As early as possible. Deadlines in legal matters can be short, and early advice usually costs less than fixing problems later.

What happens next

Expect further guidance, test cases and commentary over the coming months. Criminal Minds Cast will keep following the story and update this article as the position develops.

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