Law Practice Today

At the conclusion of the matter, the client should have a good result and feel as if he or she was well represented. This subjective concept of “feeling well represented” goes beyond your competent legal work. Competent legal work is the minimum that your client expects. You set yourself apart by making the client feel as comfortable as possible. One lawyer I know sometimes says: “I’ll bet there is someplace else that you would rather be right now than in my office.” Clients do not book cruises with lawyers. Clients need to solve problems. Empathy can break down barriers and be a good foundation for the client relationship.

Managing client relationships is difficult at best but if you focus on communication you will likely see results. These uncertainties may include:

 

• Will they pay you?
• Will they bother you with email expecting immediate responses?
• Will they bother you with phone calls?
• Will they produce promised documents?
• Will they show up for meetings?
• Will you meet their expectations?
• Will a particular client dislike you?

These issues often cannot be avoided but control the issues that you can with a communication plan for each matter. Talk about communication at the beginning of the matter such as:

• Best telephone numbers to use
• Time of day to use them
• Email use—should the client set up a new account?
• Email attachments--will they be pass-worded?
• Need for appointments to see you—or not
• Likely emergencies and how to handle them
• Will you send copies of all documents to the client?

Educate the client about what to expect during the matter such as the need periodically to sign documents, timeline, and likely delays.

Your fee agreement is also a client relations document. Keep it friendly, intelligible, informative, and include your contact information

During the matter:

LISTEN. Give your full attention to the client, especially during telephone conversations. Make sure you understand the client’s problem or complaint as he or she understands it. Know what the expectations are.

REPEAT important information several times over several occasions. Clients generally are in distress. Distressed people don’t process information as efficiently as they normally would. The mere fact of being in your office may cause extreme anxiety.

RETURN all telephone calls the same day or within 24 hours at the longest.

COMMUNICATE simply, directly, and honestly with your client–especially when a case is lost.

CLEAR your desk of everything but the client’s file when he or she comes to see you. This communicates that the client is the focus of your attention, which promotes a feeling of being cared for and being important. Use a conference room if your office is not orderly.

RECOGNIZE your clients as real human beings; the problems they bring you are just one aspect of their lives.

GIVE new clients a “Bill of Rights” that explains their rights and responsibilities – and yours.

SUSTAIN regular contact with your clients. If a case is in a period of inactivity, send the client a letter saying so. This says two things: 1. “Nothing is new.” 2. “I have not forgotten you.”

SEND your clients copies of everything pertaining to their case or matter.

KEEP all promises to your clients. This means setting realistic deadlines to complete their work. “Realistic” means allowing for unanticipated delays. “Under promise and over deliver.”

VISIT your client on his or her own turf. Clients will appreciate it and you will learn a lot about them. Avoid billing this time unless the need is frequent.

WATCH for articles, recent court decisions, or other information of interest to your clients and send them copies.

BE ACCESSIBLE and answer your own phone when you can.

At the conclusion of the matter, send a letter to your client telling her of the conclusion and thanking her for the opportunity to serve her. Take this opportunity to tell the client what other kinds of service your law firm can provide and not to hesitate to recommend you to others.

In addition:

KNOW why people recommend you so you can do more of whatever you are doing right.

DEVELOP a list of referral attorneys. You can’t handle everything. If you promptly refer your client to an appropriate specialist, your client will think of you first the next time.

FOLLOW UP with your client after you make a referral. Did she get the help she needed?

SEND handwritten thank you notes for every referral you receive whether or not you take the matter. But do not do so for matters that may be embarrassing such as in family law.

The Scale of Justice has two dishes hanging there. At the conclusion of the matter, one dish is filled with your competent legal work. The other dish should be filled with your good communication to the same degree. I think the client will refer others to you when those dishes are equal—even if the result was not quite what you or the client had hoped for. That is the meaning of “feeling represented.”