Lawyer Client Relations
Lawyer Client Relations
Lawyer Client Relations
managing the
L A W Y E R
C L I E N T
relationship
p r o f i c i e n t
p r o f e s s i o n a l
p r o g r e s s i v e
t able
of
contents
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summary appendices
1 - Checklist for Client/Case Screening 2 - Checklist for Non-engagement Letter 3 - Checklist for Engagement/Retainer Letter 4 - Checklist for Disengagement/Termination Letter 5 - Checklist of Systems and Trails 6 - Checklist for Effective Communication 7 - Checklist of Technology Tips 8 - LPIC Claims Reporting and Handling
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Copyright Information Copyright 1998 by Lawyers Professional Indemnity Company (LPIC). All rights reserved. No part of this publication may be transcribed, reproduced, stored in any retrieval system or translated into any language or computer language in any form or by any means, mechanical, electronic, magnetic, optical, chemical, manual, or otherwise, without the prior written consent of Lawyers Professional Indemnity Company, One Dundas Street West, Suite 2200, P.O. Box 75, Toronto, Ontario, Canada, M5G 1Z3. Lawyers Professional Indemnity Company One Dundas Street West Suite 2200 P.O.Box 75 Toronto, Ontario, Canada M5G 1Z3 www.lpic.ca PracticePro is a trademark of Lawyers Professional Indemnity Company (LPIC). Disclaimer This booklet includes techniques which are designed to minimize the likelihood of being sued for professional liability. The material presented does not establish, report, or create the standard of care for lawyers. The material is not a complete analysis of any of the topics covered, and readers should conduct their own appropriate legal research.
i ntroduction
Its a fact that lawyers today practise in an increasingly complex world. The demands on members of the legal profession and the related risk of a claim have never been greater. Today, exposure to claims and the related need for liability insurance is simply a reality of practice. For you, as a lawyer with a claim, costs come in several forms: First, theres the deductible that you are obligated to pay on a claim. Theres also a claims history surcharge thats added to your premium if you have a claim. And then there are issues such as stress, time, professional stigma and lost opportunity to work on other matters all of which come at a cost. For the profession, the cost of claims comes in the form of your annual insurance premium. The lower the number and cost of claims reported by the profession, the lower the annual insurance premium. In other words, reducing claims benefits both you and the profession equally. Understanding these realities is just good, sound business. The best way to protect yourself against these realities is through proactive action on your part to minimize and even avoid risk. The most significant claims-prone aspect of practice is your relationship with your clients. The purpose of this booklet is to help you better understand and prepare yourself for your client relationships.
managing
the
stages
Fundamental to the lawyers practice is the ability to effectively manage the lawyer/client relationship through its various stages. This point cannot be over-emphasized as failure to effectively manage the lawyer/client relationship can easily lead to client dissatisfaction and a professional negligence claim. Performing legal services for a client involves a number of different stages. Initially, you, as a lawyer, will have to decide whether it is appropriate for you to accept the new client or case. Assuming that you make the decision to proceed with the relationship, you must turn your mind to how it will begin and how it will be structured. At some point, the relationship will come to an end because either your work has been completed or the relationship is in some way undermined, requiring early termination. At each stage, careful thought and planning will be required. What follows is a brief discussion on specific areas of sensitivity which give rise to claims and how to approach each of the key stages in the lawyer/client relationship.
client/case screening
Deciding whether to accept the case
The first step when approached by a potential client is to decide whether to agree to represent the client in the particular matter. Before accepting representation, you should obtain as much information as possible to determine whether you can undertake the work required competently, effectively and responsibly. This step is referred to as client screening or case screening, and, if done thoroughly, can go a long way to avoiding situations that result in malpractice claims. Review Appendix 1 - Checklist for Client/Case Screening for the points which should be considered before taking on a new client or case.
non-engagement
The screening is done. The answer is no. You will not act. Whats next?
Once the lawyer decides to decline a representation, the lawyer must communicate that decision to the prospective client immediately and in writing. A common source of claims is miscommunication. The client believes that he or she has retained the lawyer to act on his/her behalf but the lawyer did not appreciate this assumption, and consequently did not take steps to protect the clients interests. To avoid confusion, the lawyer should clarify with any prospective client that he/she is not acting on the clients behalf. Furthermore, the lawyer should maintain sufficient information to avoid subsequent conflicts of interest and breach of confidentiality, depending on the nature and degree of information obtained from the prospective client in the initial consultation. The letter setting out this information to any prospective client is typically referred to as a non-engagement letter and should deal with the following issues: State that not representing the prospective client Refrain from commenting on the merits of the case Identify generally the fact that time limits might apply to bar recovery Return any materials provided during the consultation Refer to Appendix 2 - Checklist for Non-engagement Letter which outlines the specific points to be included.
engagement
The screening is done. The answer is yes. You will act. Whats next?
Beginning the relationship Once you have decided that you are prepared to represent the client in a particular matter, you are ready to begin building a relationship with that client. Even if you already have a relationship with the client, but are taking on a new case, it is essential that you communicate with him or her to establish a mutual understanding of the nature and scope of the matter to be pursued. Right at the outset you will need to think through the type of legal service you will provide and how you will provide it. Review Appendix 3 - Checklist for Engagement/Retainer Letter which lists points which should be canvassed with the client and then confirmed in writing in an engagement letter agreement also known as a retainer letter agreement. With the engagement letter agreement in place, the relationship is well-defined on paper. Now comes the implementation stage. Once the retainer is in place and efforts are underway to handle the matter, the lawyer must continue to work with the client on the developed strategy. As the matter evolves, the clients needs and objectives could change; the strategy then must be reviewed and adjusted to respond to any prevailing developments. The process is a dynamic one involving ongoing investigation, ongoing legal analysis and research, and communication with the client to keep him or her informed about the status of the matter and the need for his/her instructions. It may be that the terms of the initial retainer change. If that is the case, these changes should be documented by a confirming letter to the client.
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disengagement
When your retainer is completed the representation should cease, including termination of the authority and your duty as a lawyer to protect the clients interests. Although most retainers end when services are completed, representation may also end when a client dies, when you as lawyer die or are disbarred or become disabled, when the client discharges you, or when you withdraw. Various Rules of Professional Conduct will apply to your ability to withdraw. In addition, a written record of the circumstances of termination must be prepared so as to disengage the lawyer/client relationship. Such a letter is referred to as a disengagement letter or a termination letter. There are two types of disengagement letters one to document a situation where the matter has been completed, and one to reflect that the retainer has been terminated prior to its expected completion. Consider Appendix 4 - Checklist for Disengagement/Termination Letter which canvasses the matters to be addressed in such a letter.
Issues to address at termination At the time of termination of the representation, you must consider the following issues: return of client property (including file documents); confidentiality and retention of lawyers file information; duties with respect to future conflicts of interest; and accounts for fees and disbursements. If your decision to terminate the relationship relates to the nonpayment of fees, think twice before suing the client for fees. Many professional liability claims result from counterclaims in response to a lawyers action to recover fees. The lawyer is faced with an account receivable and with the additional headaches of having to spend time defending a claim, having to pay an insurance deductible, and losing precious time that could otherwise be spent on the practice.
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effective communication
As a lawyer, you are in the business of providing legal services. Service is the operative word here. Whether or not you provide good service is a matter of the clients perception. To most clients, however, good service means effective communication. Accordingly, the importance of having good communication skills to handle the lawyer/client interface cannot be over-emphasized. In 1992, the Law Society conducted a study of the publics perceptions of lawyers. Topping the list of complaints was lawyers inability or failure to communicate. When asked to list their priorities, survey participants ranked communication and service higher than quality of work and fees. These same factors communication and service also have professional liability implications. A significant cause of LPIC claims relates to lawyers poor communication skills and not being service oriented. The importance of being able to listen and impart information to clients promptly, regularly and effectively must be kept in mind through every stage of legal representation. Consider the points set out in Appendix 6 - Checklist for Effective Communication.
planning
In todays competitive environment traditional practices are giving way to sophisticated marketing and management techniques. It is increasingly difficult to reconcile issues such as the needs to
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provide quality service, remain competitive, reduce stress associated with the increased complexity of law practice, and the desire for personal satisfaction. Lawyers must recognize that short- and long-term planning are essential for both large firms faced with explosive growth and radical changes in clients expectations, and for small firms and sole practitioners coping with an information boom and other administrative challenges. Planning enables lawyers to anticipate and adapt to the changes which have become the hallmark of modern practice. Periodically evaluate your practice and engage in short- and long-range planning which includes setting goals, establishing methods to achieve the goals and reviewing the effectiveness and progress of the methodology.
technology
Today, using computers is a must for any successful legal practice. The efficiencies that computers provide will not only help you attract clients, but also allow you to service your clients more cost effectively. At the same time, you need to be aware of the liability issues that come with relying on computer technology. Consider subscribing to a regular information service on developments in law office technology to help you keep up to date on the options available to you. In addition, keep in mind the points set out in Appendix 7 - Checklist of Technology Tips to minimize your exposure to claims.
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time management
Procrastination stands as one of the leading causes of claims against all lawyers. Effective time management enables lawyers to practise effectively and efficiently, and enjoy practice. In essence, consciously managing your time encourages you to work smarter not harder. There are a plethora of texts and tips which invite lawyers to reap the rewards of effective time management. You are well advised to spend some time familiarizing yourself with some of the literature. Listed below are some key pointers: learn to say No set priorities plan/schedule in advance delegate avoid interruptions keep the filing up to date
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summary
For the most part, these risk management techniques are applications of common sense. It is essential that lawyers appreciate just how effective this common sense approach can be when it is applied to everyday law practice. The rewards of risk management include improved practice and profitability, along with a significantly reduced exposure to claims. We believe that the more you know about claims and claims prevention, especially with respect to the management of the lawyer/client relationship, the more you will be open to developing patterns and habits that help you develop strong relationships with clients and thereby avoid claims. But we also know that risk management strategies are only as successful as your or your organizations commitment to them. Risk management is a long-term commitment. It requires behavioural change and it can succeed only with the cooperation and commitment of the people it is designed to benefit you, the practitioner. As your professional liability insurer, we look forward to working with you to help you manage the changing practice climate and all of the challenges which change presents.
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LPICs duties
LPICs duties to the insured involve the duty to defend the insured member and the duty to indemnify the insured for all sums which the insured is legally obligated to pay as damages arising out of a claim, provided the liability is a result of an error, omission or negligent act in the performance of professional services. The policy will not indemnify a lawyer for claims arising directly or indirectly from any dishonest, fraudulent, criminal or malicious act. This exclusion is endorsed so that it does not apply to lawyers who practise in partnership, or in assocation with others or who have voluntarily purchased innocent party insurance coverage.
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appendix
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About the Author: This material was prepared for the Lawyers Professional Indemnity Company (LPIC) by Karen K.H. Bell, Risk Management Counsel. Ms. Bell is widely regarded as an expert in the areas of law practice management, dispute resolution and loss prevention. She has chaired the CBAOs Law Practice Management section, has taught practice management and professional responsibility in the Law Society of Upper Canadas Bar Admission program, and, as a commercial litigator and defence counsel for insurers, has developed an appreciation for the application and benefits of risk management to law practice and business. Formerly a litigation partner at a large Toronto law firm, Ms. Bell has established her own specialty practice as Risk Management Counsel.
Lawyers Professional Indemnity Company One Dundas Street West Suite 2200, P.O. Box 75 Toronto, Ontario M5G 1Z3
www.lpic.ca