This week, we deal with the thorny problem of breaking news to clients when their lawyer/service professional is about to leave.
- Don't let team turnover catch your client by surprise.
- Notify the client early.
- Tell your client about plans for transition.
- Make sure the departing employee or his/her direct managing partner introduces the replacement.
- Make certain that the client knows that there will be a thorough briefing and handover - ideally, in the presence of the client - and always at no charge to the client.
- Follow up with each client to address any concerns.
If you build the link this way, what might have been disastrous may even help to strengthen relationships with clients.
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