1. Communicate Clearly and Often

• Don’t assume your clients understand what you mean when you use legalese – check for understanding
• Provide your clients with realistic timelines for their matter, and update those timelines when things change
• Use your diary system to regularly update your clients, even if it is only to say “we continue to wait for…”

2. Be Honest

• Never mislead your clients, the Court or other lawyers, regardless of whether you think you can get away with it, or you think it’s a minor matter
• Any forgery or fabrication can be grounds for disbarment
• Don’t try to hide your mistakes

3. Be Clear, Direct and Specific About Fees

• Plain language is essential in your retainer agreement
• People can have selective hearing or be distracted, so confirm everything in writing regarding fees
• Provide detailed, itemized bills

4. Be Courteous

• Treat everyone you encounter in your practice the way you would like to be treated
• You can be forceful without being rude or dismissive, learn to know the difference
• You will not be an effective advocate if you are emotionally involved

5. Be Prompt

• Manage client expectations by providing them with realistic estimates of when they can expect a response from you
• Report without delay when something significant happens
• Never ignore a letter from the Law Society

6. Do the Work

• Don’t take on more work than you can handle
• Don’t take on work unless you have the expertise, or can develop it in short order trends
• Don’t ignore problem files. Unlike wine, problems don’t improve with age

7. Keep Detailed Notes

• Every communication or attempted communication with clients or other counsel should be recorded
• Every conversation that results in instructions or advice should be confirmed in writing

8. Choose Your Clients Carefully

• You are better off having fewer clients, than taking on clients who don’t pay, who ignore your advice or who cannot be satisfied
• If the relationship has broken down, consider whether you can, and should, withdraw

9. Supervise Staff

• You are the professional, so it is up to you to ensure your staff are doing the right things the right way
• Train your staff on client confidentiality obligations

10. Know Your Code of Conduct 

• If you haven’t read the Code lately, do it now!
• Ensure your staff read, and are familiar with, the Code of Conduct

Written by: Karen Hansen, Legal Counsel, Practice Management