It’s a thorny problem when you’re called on to break news to clients that their key lawyer or service professional is about to depart.
Don't let team turnover catch your client by surprise. As soon as you are faced with a departure:
- make a plan
- check that your plan includes clear and positive communications with all key external stakeholders
- notify directly affected clients early
- tell each client about plans for transition and how their work will be handled
- ideally, the departing professional and another partner should jointly introduce the replacement or new relationship manager
- make certain each client knows that there will be a thorough briefing and handover
- where possible, do a handover meeting in presence of the client - and always at no charge to the client
- reassure each client that they will not face increased costs as a result of your professional turnover
- Tell the client what you plan to do to invest in getting the new professional fully up to speed with the client’s needs.
- follow up with each client to address any concerns.
Getting onto the front foot when confronted with team changes means what might have been disastrous may even help to strengthen relationships.
If you want advice, coaching, or strategic assistance with professional turnover - planned or unplanned - please get in touch.
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