Do You Have A Bad Reputation?
by: Jack McDonough
Lawyers often have a bad reputation, sometimes with good reason. The restraint of “billable hours” requires lawyers to measure out their time in as little as tenths of an hour, forcing them to cut quality and customer service benefits wherever they can. As a result, “client relations” are usually the area where lawyers pay too little attention, causing the client to feel insignificant, and lawyers to lose clients.
The most common complaint from clients? They never see their lawyer. Their lawyer meets with them for an initial consultation, signs them up, and the client never hears from their attorney again. Their frequent calls go unanswered, and they wonder what “service” they are actually paying for. Or perhaps the lawyer "papers" them to death, with letters and documents that they don't understand, and that aren't even explained to them. In other instances, client calls are fielded by the “gatekeepers” - secretaries and paralegals trained to screen calls well. The problem here is that too much information actually gets lost in multiple-party translation.
The real problem with all of this is that clients need to feel important to you. Despite your busy schedule, you need to take the time to speak to clients - occasionally. Small talk made in a cordial and friendly manner, rather than rushed and curt, can help you keep that client for a lifetime – rather than for the single legal issue brought to you initially
The lawyers’ response? If they spend too much time on the phone chatting with their clients, they will never get any work done. This is true – in some instances. There are clients, particularly those who have a retainer agreement, who will try to take advantage of their lawyer, or who gladly make incessant and needless phone calls to their lawyer. And then there are the clients who are involved in highly-charged and emotional matters - such as employment discrimination, criminal law, and domestic relations - who view their lawyer as a therapist and confidant. So the lesson is to set very clear boundaries regarding your time and availability to clients when they retain you. Letting them know that you have a timetable set up to call them for updates, or questions regarding their case, pre-sets their expectations of your availability and contact frequency.
Finally, clients often feel that their attorneys “talk over their head”, or can come across as condescending. Remember – what you do is provide a service, and if the service is bad, your billings and account receivables will start to suffer. Pay attention to who you are talking to, their education level, and how you are being received. Give them time to ask questions, and solicit feedback. Remember that it is not only your legal skills but your interpersonal skills that dictate how you will be received.
About The Author
Jack McDonough is a Colorado CPA, speaker, coach, author, and consultant to professionals in the legal and accounting industries who desire to make more money while working less hours. Jack is President of Wealthy Professionals LLC. http://www.wealthyprofessionals.com
