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Managing expectations

The management of civil liability is often a mixture of managing the quality of work and the expectation of clients. Managing expectation means:

understanding the importance of retainer
ensuring the limitations of work are communicated
ensuring that the scope of the retainer is communicated
ensuring that possible outcomes are canvassed and guarantees are not lightly given
reducing all retainers to writing where possible and practical
having standard terms and conditions set out pro forma
ensuring issues of contention are discussed e.g, fees, costs etc.