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Our Mission

The International Practice Management Association is your primary resource for information and education on the management of practice support professionals including paralegals in law firms, corporations, and law departments globally. Its mission is to advocate for the effective use and management of these professionals, to promote and enhance the proficiency and professionalism of its members, and to provide practical resources and cutting-edge solutions to the membership, the legal industry, and the public at large on the value of utilization and management of practice support professionals.

Managing Client Expectations

 Managing Client Expectations
Managing Client Expectations presented by Austin Smith.
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Managing client expectations should always be a top priority for law firms, particularly when they are working with in-house counsel. Managing expectations not only helps secure future business but also minimizes risk and loss. Providing leadership and training for attorneys on how to manage expectations will result in better client relations in any climate, but this is of even greater importance in the COVID Era with so many new variables. Traditionally, a few areas of focus included reducing tendencies to over promise, cutting down on vague or confusing communications concerning deliverables and timing, decreasing dabbling in areas where the attorney and/or firm were not well experienced, and further enhancing the client relationship by learning their preferences and positions.

However, we must now also factor in how client expectations have changed in the Covid Era, how can law firms best keep their expectations in line with the services they can provide, and will these expectations remain if there is a return to normal. In this session, you will learn from an attorney who has played both sides of the fence. Having led a team of attorneys managing client expectations as the Office Managing Shareholder of Ogletree Deakins’ Denver office and now leading a legal team as General Counsel for Litigation and Labor & Employment at Lockheed Martin Space, Austin will share with us the expectations he holds his outside counsel to as well as tips on how best to manage in-house counsel relationships and keep them in your firm’s good graces.