Risk management

December difficulties

There can be little dispute that December is party season.

As soon as November ends the social whirl of long lunches, cocktail parties and boozy dinners kicks in once again.

While all other months of the year have their own share of problems, December still tends to be the one when clients believe they have most reason to complain.

One of the main causes for problems in December is the endless round of long lunches.

We are not advising that anyone should miss out on these convivial institutions, but just to make sure that your firm has a few risk management procedures in place first.

- If you are going out for lunch, make sure there is adequate cover in the office.

If you are going out for a couple of hours, then secretarial cover will probably suffice.

However, if you are going out for longer, then your clients should be able to have some form of access to a lawyer.

There should always be someone in the office who can deal effectively with any client problems, or at least know how to manage the situation until you return.

- Be realistic about the type of lunch you are attending.

If you know it is going to be a rather alcoholic session, then admit it before you go.

If this is the case, do not feel obliged to take a call from a client who telephones your mobile.

If it is an emergency then whoever is covering for you can call you and let you know.

You do not want to be dealing with clients after you've had a few glasses of wine.

Another cause for complaint in December is closed offices.

It is up to the partners of a firm to decide for how long and when they will close the office over the festive period.

However, it is important to make sure all your clients are informed of these arrangements.

If you send out Christmas cards it can be helpful if they list your opening times.

Alternatively, you could send out letters to all clients informing them when the office is going to be open or shut.

Clients will only have cause for complaint if they have not been told of the arrangements.

Remember, everyone, even lawyers, are entitled to a break.

We are not advocating a teetotal, stay-in-the-office culture for December - that would be unrealistic and kill off all festive cheer.

However, we are advising that you keep clients informed of any changes to the normal office hours and that you have adequate cover in the firm as and when necessary.

If clients know when you are available, there is less chance they will feel neglected, and less chance they will complain of negligence.

Just as importantly, you will be able to enjoy the December round of festivities properly.

This column was prepared by the Alexander Forbes Professions risk management team