'Keeping Clients' -- A client care guide for solicitors from the Office for the Supervision of Solicitors (OSS)

The Office for the Supervision of Solicitors (OSS) has produced a client care guide for solicitors which is to be published in July.

A copy will be sent to all firms free of charge.

It is in a loose leaf format and contains tips and guidance on how to maximise client satisfaction.

Over the next four weeks Practice Update will outline the contents, to give practitioners an insight into the practicalities of delivering excellent client care.Section 1: What is client care?Recent research conducted on the OSS's behalf concluded that solicitors are aware of what dissatisfies clients -- namely, lack of communication, issues surrounding costs, delays, apparent incompetence, unrealistic expectations and lack of trust.

However, they also recognise what remedies are needed to put these problems right.

This section is about how to go about it and change behaviour in a firm.Section 2: Dealing with clients2.1 Behind the scenesThe importance of not guessing is stressed in this section, and that the only way forward is to ask clients what they want and what they think of your firm.

Setting objectives, interpreting and measuring results is also covered, along with setting standards for the whole firm to work towards.2.2 Specific areasBrochures, reception areas, dealing with children, letter writing, interviews and costs are covered in detail.

At the back of the guide are appendices containing example brochures, questionnaires, client care letters and precedent documents.

This is a large section and highlights the best way to avoid complaints being generated about firms.Section 3: BillingWith 60% of the complaints referred to the OSS involving costs and billing, this is a central section to the guide that will underpin the strategy to avoid unhappy clients.

It covers why there is no substitute for being up front about costs, quotations and estimates, dealing with demanding clients and how to add value to the firm's services.In the next edition of the Gazette (25 June) sections 4 to 6 will be outlined: training staff, sole practitioners and advertising.