6. The Client Relationship

Question 1

What are external clients?

Answer 1

Relationships that exist outside of the business that contribute to the effectiveness and productivity of the business, therefore impacting on its success.

By using a supply or service chain, the business is able to provide for successful case management without undertaking the overhead costs of complete involvement.

Question 2

What is a service chain?

Answer 2

It is defined as the entire process of creating, facilitating and delivering legal services to the consumer.

The service chain focuses on key areas to maximise efficiency, quality of service and profitability.

Question 3

What are the three different forms of external clients?

Answer 3

1. They provide a stream of income

E.g public consumer, case management companies, estate agents, mortgage panels, insurers and trade unions

2. They support the business

E.g counsel, medical agencies and medical experts

3. They provide outsourced services to the business

E.g legal expenses insurers, cost lawyers, out of jurisdiction work, out of expertise work and volume work

Question 4

Why is maintaining successful relationships with external clients important?

Answer 4

1. Without outsourced services, the ability to progress a clients matter becomes problematic as may be unable to undertake the scope of work requested.
2. By legal businesses diversifying their proportion, the maintain independence whilst creating loyalty and reliability for the consumer.

Question 5

What are the four dimensions that underpin the business success by developing good relationships with external clients?

Answer 5

1. The business applies a strategic approach to business planning; identifying objectives and goals - this enables the service chain to understand the organisation and how they fit into the “bigger picture” of success
2. By collaborating, the business opens opportunities to provide and receive feedback improvising quality of service, reputation and profitability.
3. The business has a clear governance structure - defining methods for communication, process, managing risk: measurements for success and failures
4. Improving communication and trust - building trust with an external client takes time and investment

Question 6

What is the most important external client relationship?

Answer 6

The lawyer and the client.

Question 7

What are examples of internal client relationships?

Answer 7

1. Accounts
2. Complaints
3. New business or first response teams
4. Administration providers
5. IT support

Question 8

What is the overarching principle that relates directly to external and internal clients?

Answer 8

Process of effectively managing expectations.

It is the loft important self-management tool

Question 9

What are the 5 methods needed to manage client expectations?

Answer 9

1. Find out what the client’s expectations are early on.
2. Timelines depend on external and internal factors - do not make promises to your country that you cannot grantee and keep client informed of any potential changes to timescale.
3. Ensure the client understands that the lawyer is there to provide appropriate legal advice including risks and sits pursuing unrealistic expectations:
4. Make regular and meaningful contact with the client - be proactive
5. Where there are problems, the lawyer should discuss solutions and avenues, being open and honest with the client.

Question 10

What are CILEX members require to do?

Answer 10

1. Develop and use your professional knowledge and skills for the benefit of those who use your service
2. Maintain good professional relationships with others
3. Act in a way that promotes confidence and trust in the legal professions and the provision of legal services.