Legal Research

"How to Consistently Exceed Expectations"

This post was written by Lee Rosen: "You've done a great job. Everything has gone as planned. The outcome is better than you expected.

However, your client is unhappy.

Your opponent was mediocre. He wasn't well prepared. Everything about his work was second-rate. The outcome wasn't good. His client is happy. In fact, his client is much happier than yours.

How can that be? How can things have gone so well for your client, yet your client is disappointed?

The difference is the gap between what the client expected and what you delivered. For some reason, your client expected more than you delivered. For some reason, your opponent's client expected less than your opponent delivered.

The key to happy clients is managing those expectations. You need to make promises and then overdeliver on those promises..."

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Source: Divorce Discourse, 13 July 2010. Copyright 2010, Lee Rosen, reproduced with permission of the author.

Full post as published by Stark County Law Library Blawg on July 13, 2010 (boomark / email).