I'm 8 months into a dispute with Dominion Virginia worth about $65K. Client is getting antsy about the timeline and keeps asking for updates. How often do you typically communicate with clients during these long disputes? I don't want to overcommunicate but also don't want them to think nothing is happening.
Dominion Virginia - keeping client informed during long dispute
I send monthly updates even if there's nothing new to report. Just a quick email saying "still waiting for Dominion's response, expect to hear back by X date." Clients appreciate knowing you haven't forgotten about them, even during slow periods.
Omar's approach is good. I also copy clients on any correspondence with the utility so they can see the back-and-forth happening. Makes them feel more involved in the process and they understand why things take so long when they see the utility's responses (or lack thereof).
Good suggestions. I'll start doing monthly updates and copying them on utility correspondence. Dominion has been particularly slow on this one so the transparency will help them understand it's not just sitting on my desk.