Strategies for Deterring Relationships and Displeasing Clients in Electronic Disclosure Processes
In the rapidly evolving world of eDisclosure, effective communication, transparency, and empathy are essential ingredients for success, as highlighted by Saida Joseph, Senior Director of Document Review Services at Epiq Systems.
Joseph recently shared her insights in an interview held in London, emphasizing that excessive use of technical jargon can complicate matters in eDisclosure. Instead, it's crucial to use simple and easy-to-understand language with clients.
Good communication practices are at the heart of eDisclosure success. Asking the client 'what are you trying to achieve?' early and often is crucial, followed by regular check-ins to discuss achievement objectives. Responding promptly to client emails, requests, or queries, even with a simple acknowledgement, builds trust with the client.
Discussing the production at the beginning of the eDisclosure process is essential, as is offering timeframes for responses. Honesty about what's feasible and setting firm deadlines is essential for building a successful partnership.
By practicing empathy and applying the lessons of Dale Carnegie's timeless book 'How to Win Friends and Influence People,' a smoother Disclosure experience can be ensured. This classic text, first published in the 1930s, offers 30 behavioral guidelines for successful leadership.
In the eDisclosure sector, successful leadership also involves recommending appropriate technology to save clients time and money. New tools and technologies are constantly being developed for eDisclosure, making it crucial to stay informed and adaptable.
Logging all calls with clients, including brief ones, and instructions given by the eDisclosure provider is necessary to prevent confusion and mistakes during the course of the project. Tabulating numbers for the client and explaining what they mean is important for effective communication.
Over promising and under delivering can damage the relationship between eDisclosure partners and clients. Therefore, it's essential to be honest about what's feasible and to avoid making promises that can't be kept.
Warren Buffet, a successful businessman, cites Dale Carnegie's book as a major influence in his life, highlighting its enduring relevance. New technologies may come and go, but the principles of good communication, empathy, and honesty remain constant in the eDisclosure sector.
