Managing Client Expectations

In almost every context, first impressions are key. I would argue that, for lawyers, communicating clear expectations during that first meeting is an essential skill. It is not a skill that comes easily. I have spoken about this topic with many lawyers over the years. There seems to be a clear divide between newly-called lawyers who have a tendency to make grand promises and seasoned lawyers who temper expectations. There is no “right” or “wrong” approach here. Everyone has to figure out their own style.

My own style has been to keep expectations low…. very low. I conduct on average 40 to 60 consultations per month. I presented at the CBA National Immigration Conference on doing consultations. I love meeting new people and listening to their stories. These connections are often the highlight of my day. I am acutely aware, however, that these consultations set the tone of the solicitor-client relationship. If a prospective client even hints that we can achieve a particular goal, I interrupt them. I don’t let that slide. Setting the right tone helps ensure future interactions go well.

Keeping expectations low has saved me on so many occasions. Keeping copious detailed notes as reference has also saved me. I encourage prospective clients to record our consultations to make sure they have an accurate record of my guidance. That has also come in handy. I have not (yet) moved to using an AI notetaker although I am aware of various services on that front. Question for you: do you use an AI notetaker? If so, which one and would you recommend it?

I am also aware that my style does not jive with every potential client. I met with a woman yesterday who back for a 2nd consultation. During her 1st consultation back in 2025, she wanted guarantees. She wanted me to tell her that we could fix her problems and everything would be okay. Not my style. Yesterday, she let me know she opted for another lawyer in 2025 who gave her those guarantees. And he failed. Of course. She is now very upset. His guarantees turned out to be empty promises. She wants to file a complaint to the law society. She wants to sue.

The chances that her complaint to the law society has merit is fairly low. I have no experience with civil litigation (which is why we make referrals to lawyers who have expertise) so I cannot comment on whether she would have any merit to a civil action. Either way, I can say she will be telling all her contacts to avoid that lawyer. We gain many of our clients through word of mouth so, for me, that type of interaction is extremely important. Even if a prospective client decides not to retain our firm, it is crucial for me that they come away from our consultation with a positive experience.

In immigration, this topic is timely. Lawyers across Canada are trying to help the many Ukrainians who came on CUAET Work Permits. For anyone who is not aware of the background, the procedures to issue the CUAET work permit are quite different than most applications. Super fast processing times. Super easy. Basically no background check. Almost no one was refused. Many applicants misrepresented on their applications, got the work permit, and now find themselves in hot water. The reason I bring it up is that managing expectations is on both sides. IRCC & the Government of Canada created a situation where many Ukrainians have expectations that are completely divorced from the current system. Many of these clients expect other immigration applications to be easy & fast. This is a good example of how creating unrealistic expectations can lead to disappointment and frustration.

Many international students are caught in a similar situation where their expectations do not meet reality. Agents abroad made grand promises. “Go to Canada to study and you will get PR.” That was the guarantee. Did that promise come from a government representative? No. Should international students have known better to accept a guarantee from an unscrupulous agent? Absolutely. That perspective, however, does not address the problem.

There are days when I wonder if managing expectations may be the task at the top of my list. If I’m thinking about the common tasks I’m doing on a daily basis, doing the law has become one of the easier tasks on my plate. Meeting prospective clients and explaining their options, while managing their expectations, is more of an art than a science. When I meet clients who are not interested in understanding the issues, we don’t accept that work. For clients who just want to pay for the result and they are not interested in learning the procedures or working with us, they can find other counsel. We also need to manage expectations on our side.