Managing client communication risk
Produced in partnership with Lockton Companies insurance brokers
Managing client communication risk

The following Practice Compliance practice note produced in partnership with Lockton Companies insurance brokers provides comprehensive and up to date legal information covering:

  • Managing client communication risk
  • First impressions
  • Scoping
  • Client engagement—managing expectations
  • Assumed knowledge
  • Failure to report
  • Failure to advise
  • Technology
  • Internal communications
  • Key communication takeaways

Failure to communicate effectively with a client is perhaps the most common cause of complaints and claims. Whether or not the claim is justified, it is vital to ensure you understand what the client is saying or asking, and that they understand the relevant issues, and their expectations are managed.

This Practice Note identifies the most common communication failures, and suggests some practical tips to help get the best out of your client relationships.

First impressions

The first contact a client has with a firm usually sets the scene for all future communications.

You should consider:

  1. how do receptionists address enquiries in person or by telephone

  2. do enquiries emanate from your website, and, if so, how are those directed to ensure that they get attended to by the right person in a timely manner

  3. what sort of training do receptionists receive, and

  4. what information is available to clients in the reception area?


The initial meeting (or phone call) for any new matter, whether with an existing client, or a new client, is your first opportunity to really get to grips with what your client is seeking to achieve.

Never assume that a client, no matter how sophisticated, understands the legal and technical niceties. Personal clients often value plain English guides that explain the legal processes and the issues that need to be considered in a particular transaction type, or provide

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