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SUCCESS Checklist for De-Briefing

BUILD™ is a framework to ensure you act in the best interests of your clients. Many legal processes focus on simply closing files and billing outstanding time once your client’s project has been delivered.

Overview

Enjoy believes a client debrief is an essential part of client service. It ensures both parties learn as much as they can from the project.

This checklist is used in the Delivery and De-Briefing stage of BUILD™.

S Statistics Was the project a success? How did the outcomes vary in cost or time? Were your client’s objectives achieved? If not, what is the difference?

U Understanding Did your client understand the process, what was involved of her and the likely outcomes? Were your client’s questions answered to her satisfaction? Did you use plain language throughout the process?

C Concerns Were any concerns raised during the project or after? Were they addressed effectively?

C Collaboration Was your client kept informed of progress, changes to the strategy, changes to the costs and time involved? Did the legal team collaborate well? Did the advisers, clients and stakeholders collaborate well? What could have been better?

E Experience POSITIVE: What went well? Did the legal team come up with innovations? Could they be used in other projects with your client or with other clients? What skills, knowledge and information from this project can be used in the future? LESS POSITIVE: What could have gone better? Were any major problems encountered? Were these expected? How were the consequences mitigated? What could we have done differently? How can we change our processes to learn from the experience?

S Strategy How did costs, time, inputs and outcomes differ from the proposed strategy and your client brief? Was the agreed strategy changed? Was it suitable for your client’s brief? How would you do things differently with the same inputs?

S Satisfaction How happy are your client, other stakeholders and the legal team with the outcomes? With your assistance? With the fees paid? With the time taken? Were your client’s needs, wants and priorities met?

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BUILD™

Deliver and De-Brief

Learning from ‘what went well’ and ‘even better if’

S Statistics

Was the project a success? How did the outcomes vary in cost or time? To what extent were your client’s objectives achieved?

U Understanding

Did your client understand the process, steps and likely outcomes? Were your client’s questions answered to her satisfaction?

C Concerns

Were any concerns raised during the project or after? Were they addressed effectively?

C Collaboration

Was your client kept informed of progress, and any changes? Did the teams collaborate well?

E Experience

What went well? What could have gone better? What can the project teams learn for future projects?

S Strategy

Did the proposed strategy work with your client brief?

S Satisfaction

Were your client’s needs, wants and priorities met? How happy are your client, other stakeholders and the legal team with the outcomes?

The objectives of this stage in the process, with which this checklist is indeed to assist, are:

to learn lessons from and share your client’s experiences after delivery of your services and/or the project; and

to celebrate your successes!

The Author

Sarah Fox of Enjoy Legal Learning wrote this Guide. She is a professional speaker, innovator and trainer who cuts through the complexities of construction law. She provides confidence to those who use construction contracts through workshops that clarify and simplify the law. She is also author of the 500 Word Contract™.

To find out how Enjoy can transform your technical training, contact Sarah on her mobile: 07767 342747 or by email: sarah@enjoylegallearning.co.uk