Before proceeding further, confirm that you and your client agree on both the scope and nature of the services you will perform. Although engagement letters are not required by law, they are strongly recommended by professional societies and management consultants. They are the best hope to establish an equitable legal framework for a working relationship with your clients. And should disputes arise regarding your fees or services, they provide a ready record to confirm intent and duty. Engagement letters also let your client know that you are the type of firm that approaches its engagements in a professional manner.
Most clients appreciate the effort to clarify each party's roles and responsibilities.
In addition to identifying the services to be provided, the engagement letter should cover any limitations of your services, client responsibilities, timetables, fees and billing arrangements, staff assignments and other pertinent conditions of the engagement. Few things upset Clients more than a failure to promptly return their phone calls or keep appointments and other commitments. It is professional and common courtesy to respond to your client's inquiries promptly, even if it is only to tell them that you received their message but don't yet have the answer. Ascertain the urgency of their need and commit to a timeframe for making your next contact. Even if you don't hear from your clients, have your key staff maintain contact.