1. “Understanding, anticipating and satisfying client needs in a globally competitive legal services market” by VINCENT FARIS CA (SA) Practising Chartered Accountant and Forensic Auditor. SADC LAWYERS ASSOCIATION Conference and Annual General Meeting Saturday, 23 August 2014 at the Elephant Hills Hotel, Victoria Falls, Zimbabwe.

2. SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting 2 INTRODUCTION Africa’s exploding economic growth and diversification Is there an explosion in the SADC region? Will legal services be needed? Can law firms benefit from the explosion? Does your firm have the infrastructure to participate in the explosion? Does your firm have sufficient human and financial capital resources to service and exploit your pro rata share of the anticipated increased growth?

3. SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting 3 WHY THE CLIENT WILL CHOOSE YOUR FIRM Professional excellence Service delivery Expertise / specialisms Skills Costs

4. SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting 4 VALUE FOR MONEY Terms of business Hourly rates Fee structure - time based / negotiated Time records Success fee Disbursements Communication

5. 5 CLIENTS’ EXPECTATIONS What are they? Do you know them? Can you meet them or exceed them? WHAT YOUR FIRM SHOULD DO Revisit it’s marketing plan Define it’s short, medium and long term strategic direction Satisfy itself that it can deliver the services expected Act in a professional manner SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting

6. 6 WHAT THE PRACTITIONER SHOULD DO TO SATISFY THE CLIENT Understand the matter Explain the legal process Set out the terms of business Provide an estimate of the cost Render a professional service timeously Communicate regularly on progress and / or delays Avoid the expectation gap SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting

7. 7 OUTCOMES Satisfied client Expectations exceeded Quick payment Good for marketing CONCLUSION Future presentations by LSSA SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting

8. VINCENT FARIS CA (SA) TELEPHONE NUMBER (012) 807 5921 MOBILE NUMBER (082) 460 7066 E-MAIL ADDRESS FARIS@YEBO.CO.ZAFARIS@YEBO.CO.ZA 8 SADC LAWYERS ASSOCIATION 2014 Conference and Annual General Meeting