Saying no to clients: setting boundaries without damaging the relationship

Many solicitors find it difficult to say no to clients, particularly where doing so may risk fee income or affect the client relationship. However, there are circumstances where setting clear boundaries and refusing a client’s request is necessary to protect both the client and the firm.

This practical webinar will explore the situations in which solicitors may need to say no, including unreasonable requests, inappropriate behaviour, unrealistic expectations and requests that create professional, ethical or regulatory concerns. It will consider the reasons why setting boundaries can be essential and how to recognise when a client’s behaviour has crossed the line.

The webinar will also look at how to communicate a refusal clearly and professionally, without unnecessarily damaging trust or the client relationship. It will consider how to manage difficult reactions, explain the reasons behind a decision and offer constructive alternatives where appropriate.

Delegates will gain practical guidance on setting and maintaining professional boundaries while continuing to provide a positive client experience.