6. The User Guide Series: Improvement

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  7. Meeting Client Expectations

  1. Aligning Your Work with Client Expectations

  The New Reality, for which law firms are scrambling to equip themselves, is that law firms no longer define their own service levels. Now it’s the clients, and they have clear expectation parameters.
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  8. Determining Client Needs

  1. Aligning Your Work with Client Expectations

  We can’t assume that we know the best outcome for the client — that the goal is clear or that the pricing mechanism is understood.
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  9. Client Goals vs. Client Outcomes

  1. Aligning Your Work with Client Expectations

  An essential step is analyzing the client’s goals carefully and then calibrating them against risk, in light of all the uncertainties.