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When it’s good to disappoint clients (and the importance of scope)

In the last blog, I took a look at Andy Poole’s message that getting it right in instructions is key to maximising profit and cash. Following on from Andy’s talk at our last conference, Jamie Pennington, law firm business coach went on to explore that key initial conversation with the client at the point of instruction. This is the time to “disappoint” clients – when you are setting expectation. Not when you fail to deliver to those expectations.

A price can only be fixed is the scope is also fixed. Everyone understands that at some level, and yet many law firms still struggle with getting lawyers to define scope at the outset, and then revisit price when scope changes.

See this short extract from Jamie’s talk to hear his take on this topic.