Managing Clients and Their Expectations

Client management is a crucial aspect of a paralegal’s job. It involves building and maintaining relationships with clients, handling their legal concerns, and providing them with the necessary support and guidance throughout the legal process. Paralegals must effectively communicate with clients and manage their expectations throughout the legal process to maintain a positive and productive relationship. Effective client management can not only help paralegals better serve their clients, but it can also contribute to a positive reputation for the firm and ultimately lead to increased business. 

While the demands of client management and handling high-stress situations can be challenging, they are also integral to the success of any legal practice. Paralegals who are adept at managing clients and handling high-stress situations are invaluable assets to their organization and their clients. 

As an invaluable asset to your organization and a trusted resource for your clients, you can make a positive impact on their legal journey and the success of your organization. This can be a deeply fulfilling experience as you see the results of your hard work and dedication.

Client Management Tips for Paralegals

Here are 11 key techniques for effectively managing clients and their expectations as a paralegal:

1. Set Clear Expectations

One of the most essential elements of effective client management is establishing clear expectations at the beginning of the legal process. This involves outlining the scope of work and explaining the steps involved in the case, as well as establishing deadlines and any fees that may be involved. By setting clear expectations, you can help your clients feel more informed and prepared, which can help to reduce stress and improve the overall relationship.

A professional paralegal sits with clients in her office and helps them navigate their case while managing their expectations.

2. Communication is Key

Make sure to keep your clients informed about the status of their cases, any updates or changes, and any actions that need to be taken on their part. This can be done through regular phone calls, emails, or in-person meetings. When managing clients, it’s important to be responsive and timely in your communication, as this will help to build trust and confidence in your ability to handle legal matters.

Learn the 7 C’s of Paralegal Communication Skills.

3. Be Organized

Keeping track of deadlines, documents, and other important details can be overwhelming, especially when working on multiple cases. To stay organized, it’s important to have a system for managing your workload and keeping all relevant information in one place. By staying organized, you can improve your productivity and efficiency and better serve your clients’ needs.

Here are some great organization tips.

4. Manage Your Workload

Properly managing your workload is an essential part of managing clients and meeting their expectations as a paralegal. By prioritizing tasks and using time management techniques, you can ensure that you can stay organized and meet your client’s needs promptly. Make sure to prioritize tasks and proactively communicate any potential delays to your clients in a timely manner.

Get 3 Pro Tips for Paralegal Time Management.

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5. Show Empathy

Legal matters can be stressful and emotional for clients, especially if they are going through a difficult time. As a paralegal, you must show empathy and understanding towards your clients and their situation by actively listening to their concerns and being available to answer any questions about potentially sensitive and personal matters.

Here are 9 Strategies for Dealing with Emotional Clients.

managing clients

6. Stay Professional When Managing Clients

While it’s important to build a personal relationship with your clients, it’s also crucial to maintain a professional demeanor at all times. This includes dressing and acting professionally, being respectful and courteous towards clients, and maintaining confidentiality in all interactions. Keep in mind that your actions and interactions with clients have a direct impact on the success of your organization and the satisfaction of your clients. By consistently upholding high standards of professionalism and ethical conduct, you can positively contribute to the legal profession and the clients you serve.

7. Anticipate Needs

A good paralegal will proactively anticipate their client’s needs and be prepared to address them before they become an issue. This could involve keeping an eye out for potential roadblocks or challenges that may arise in a case and working to resolve them before they become a problem. By anticipating client needs, you demonstrate your dedication to providing high-quality service and commitment to helping your clients achieve the best possible outcome in their legal matters. This proactive approach can not only improve client satisfaction, but it can also help to prevent delays and ensure the smooth progression of the legal process.

Read What It Looks Like To Be A Proactive Paralegal.


8. Be Responsive

It’s crucial to be responsive to your client’s needs and concerns by returning calls and emails promptly and being available to answer questions or address concerns as needed. By being responsive, you can help to build trust and confidence with your clients and show that you are dedicated to providing the best possible service.

Read 4 ways to stay ahead of email jam.


9. Follow Up

After meetings or phone calls with clients, follow up to ensure that all of their questions have been answered and that they understand the next steps in their case. This can be done through a simple email or phone call or by scheduling a follow-up meeting if necessary. By following up with your clients, you can ensure that they feel informed and supported throughout the legal process.

managing clients



10. Know Your Role

As a paralegal, it’s crucial to understand the scope of your role and the limits of your responsibilities, and when it’s appropriate to involve attorneys in client management and interactions. It can be helpful to allow an attorney or supervisor to respond first in certain situations, particularly when dealing with complex legal matters or sensitive client issues, to ensure that the problem is addressed in the most appropriate and professional manner.

Get the 3-Step Method to Better Case Management.


11. Ask for Help When Managing Clients

While it’s important to be proactive and take initiative, it’s also crucial to understand the boundaries of your role and seek guidance when necessary. There may be times when legal questions or concerns arise that only an attorney is qualified to address. In these situations, it’s vital for paralegals to defer to the attorney’s expertise.

Making An Impact Through Client Management

As a paralegal, the opportunity to manage clients and support them through the legal process is a unique and rewarding experience that allows you to make a meaningful impact on their lives. By building and maintaining strong relationships with clients, addressing their legal needs, and providing guidance and support, you can not only help them navigate the legal system but also contribute to the success and reputation of your firm. 

Whether you are working on a complex litigation case or a simple real estate transaction, your role as a paralegal is essential to the overall success of the legal process and the satisfaction of your clients. By utilizing effective client management techniques and upholding high standards of professionalism and ethical conduct, you can truly make a positive impact on your clients and the success of your organization.


A photo of Gabrielle Phillips for an article where she teaches paralegals about managing clients and their expectations.

Meet the Author – Gabrielle Phillips

Gabrielle is a Case Manager at Bay Immigration Law in Palo Alto, CA, where she leads a team of paralegals focused on family and employment-based immigration petitions. She first joined Bay Immigration as a Senior Immigration Paralegal in 2019.

Gabrielle earned a Bachelor’s degree in Anthropology from the University of Massachusetts and a Certificate in Paralegal Studies from De Anza College.

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