Legal Research

"Clients Can Be a Forgiving Lot - If You Ask"

This post was written by Tom Kane: "What kinds of things make clients mad. Here are just a few:

·        Not returning phone calls,

·        Not treating them with respect,

·        Failure to admit a screw up (or worse blaming it on them),

·        Missing deadlines,

·        Not keeping them informed (i.e., treating them like mushrooms), and

·        Not understanding their business.

I agree with Trey Ryder, that clients would be more understanding, if you inform them as to how their matter will be handled. As he points out in his recent newsletter (free copy available on his site), clients don't realize how busy lawyers can get. Nor do they understand why lawyers can't or don't communicate with them as they wish, whether it be returning phone calls promptly or emails. THAT is the lawyer's fault. You should enlighten clients upfront how you will handle their case/transaction and the process for keeping in touch with them...

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Source: Legal Marketing Blog.com, 6 April 2010, reproduced with permission of the author

Full post as published by Stark County Law Library Blawg on April 07, 2010 (boomark / email).