The Difficult Client
A difficult client is prone to making greater demands of you and your staff than your other clients, and the relationship with a difficult client has a greater chance of leading to unpaid bills, complaints to the Law Society, or allegations of negligence. It is important to protect yourself when you are dealing with difficult clients. Dealing with a difficult client highlights the importance of applying good practices with all clients. To underline a few of these practices, you must ensure that you manage your client’s expectations about communications, and that you document the instructions you receive and the advice you give to your clients.
This module stresses the importance of taking certain steps with difficult clients. This does not mean, however, that you may adopt a cavalier attitude to the practice of law if your client is not difficult. Bad practices do not cease to be bad simply because a client is good-natured, nor do sound practices cease to be sound simply because a client is difficult.