I will pay more for the ability to deal with people than for any other ability under the sun. — John D. Rockefeller
The practice of law, like the practice of medicine, is more than the transfer of information and advice. Attorneys are tasked with meeting both the actual and perceived needs of their clients, achieving the best result for their clients, all while expressing empathy toward their clients.
Often, clients believe an attorney must be caring and attentive, and listen to their needs. Conversely, attorneys believe legal expertise and knowledge of the law necessary skills for success.
Whether you provide legal services to consumer or institutional clients, excellent client relations are a necessary skill for success. Unfortunately, many attorneys, even those who are well-seasoned advocates, can experience challenges when trying to balance the practical needs of legal work with the needs and wants of their clients. Below are a few best practices to establish and maintain excellent client relations while getting your legal work done.
A phone call is preferable to an email. Phone calls can allow the expression of circumstances and feelings in a way that email does not. In addition, phone calls can provide the opportunity to build a bond with clients. Keep in mind that clients want and need to feel heard. Listening and allowing the client to express concerns and frustrations is important to building trust in the relationship. This will also help with addressing the client’s specific concerns or anxieties.
Under-promise and overdeliver. It is important to set realistic expectations for you and your clients. Part of this strategy can include expressing to the client the importance of doing the best work for all of your clients and some of the reasons clients continue to choose your business over others (attention to detail, thoroughness of work, keeping the client’s goal at the forefront).
You should also know when and where to spend your time. It is important to keep in contact with clients regularly—set a schedule outlining it. It is also important to know that some clients will require more time and attention than others. Have a plan to serve both the “loud” and the “quiet” clients.
Patience is necessary because credibility is built over time. Actions need to be consistent and purposeful to build trust. It is important to remember trust is earned, which requires actions that are trustworthy. The actions should demonstrate that your goals align with the client’s goals, subject matter knowledge, and professionalism. Importantly, do not avoid being honest. Honesty requires admitting when you made a mistake but also having hard conversations with clients.
