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attorneys often have a bad reputation, sometimes with good reason. The reluctance of the" billable hours "requires lawyers to measure their time in as little as tenths of an hour, forcing them to cut quality and customer service benefits, where ever they can. As a result, "client relationships" are usually the area where the lawyers too little attention, so that the customer feel insignificant, and lawyers to lose customers.
The most common complaint from customers? Never their lawyer. Your lawyer meets with them for an initial consultation, sign it and the customer never hears back from her lawyer. Their frequent phone calls remain unanswered, and they ask what "service" they are actually paid. Or maybe the lawyer "papers" until death, with letters and documents which they do not understand and that has not even explained. In other cases, the client calls through the "gatekeeper" - trained paralegals and secretaries screen calls well. The problem here is that too much information actually lost in the multi-party translation.
The real problem with all this is that customers need to feel important for you. Despite your busy schedule, you must take the time to talk to customers - sometimes. Small talk in a cordial and friendly manner, as hasty and Curt, can you help customers to keep that last a lifetime - and not for the only legal question, you first
The lawyers' answer? If they spend too much time on the phone talking to their customers, they will never be a job done. This is true - in some cases. There are customers, especially those that have an agreement holder who try by their lawyer, or who likes standing and unnecessary calls to her lawyer. And then there are the clients who are in highly-charged and emotional issues - such as discrimination in the workplace, criminal, and domestic relations - which her lawyer as a therapist and confidant. So the lesson is very clear boundaries in terms of your time and availability for customers, if you keep it. Letting them know that you have a schedule to call them for updates or questions regarding her case, pre-set their expectations of your availability and contact frequency.
Finally, clients often feel that their lawyers' talk over your head ", or can be on the condescending. Remember - what you do is provide a service, and if the service is bad, your invoices and receivables are suffering. Remember who you are in conversation, their training, and how you received. You time to ask questions and seek feedback. Remember that it is not only your legal skills, but your social skills, which dictate how you are received.
Jack McDonough is a Colorado CPA, speaker, coach, author, consultant and experts in the legal and accounting sectors, who wish to make more money while working fewer hours. Jack is the President of the rich Professionals LLC. http://www.wealthyprofessionals.com
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