HOW TO LOSE FRIENDS AND ALIENATE CLIENTS IN E-DISCLOSURE
Warren Buffet, the ‘sage of Omaha’, and one of the most successful men in the world, points to one of the first self-help books, ‘How to Win Friends and Influence People’, as a major influence in his life. First published in the 1930s, Dale Carnegie’s book lists 30 behavioural guidelines on how to be a likable, persuasive and influential leader in business. Successful leadership comes down to practicing empathy, and the e-disclosure sector is no exception. The high-pressure world of e-disclosure is fraught with technological hurdles, legal shifts and turns, and multiple, complex work streams, all under tight deadlines – such a rocky environment can easily give way to strained relationships.
That’s why putting clients at ease is paramount. Just as ‘How to Win Friends and Influence People’ lists key behaviours for how to be successful in life and business, there are a number of behaviours that will not lead to success in e-disclosure, as outlined below.
Failure to ask “What are you trying to achieve?” This question should be asked early and often. The first interaction between the e-disclosure provider and the client should be scoping out the needs and requirements of the matter, and asking the client, “What are you trying to achieve?” This question should then be repeated at regular intervals as matters rapidly move and change. What may be appropriate at the beginning of the process may change as claims are struck out or as certain custodians become less or more important. Have regular check-ins with the client to discuss achievement objectives and then adjust your approach accordingly.
Jan-Mar 2016 Issue
Epiq Systems