The difficult client is a very hard customer to satisfy. They can be frustrating, demanding, even upsetting. They can ignore your advice. They can treat you badly, or (even worse) treat your staff badly. They can be unhappy with the progress of the case, no matter how hard you have worked or how good the results are. In short they can be unreasonable.
Dealing with a difficult client is one of the most challenging parts of legal practice and requires care, attention and planning. It is about managing expectations, being clear about your role, staying calm and acting in a professional manner at all time.
In this webinar, Suzanne Deliscar, principal of Deliscar Professional Corporation, will offer advice and stories from the trenches on dealing with difficult clients. Included will be why you need to be concerned, knowing what your role is, the importance of documenting everything, staying calm and clear about what you will or will not do for the client, and when to say goodbye (doing nothing is an option.)
Recording from Monday December 18, 2017 at 1:00 p.m. Eastern.
This program contains 1 hour of Professionalism content in Ontario. Approved CPD in British Columbia and New Brunswick.
Others should check with the authority in their jurisdiction.