Advice for a Young Lawyer:
What Clients Really Want T
hroughout law school I was taught about the “client-lawyer relationship” and my professional obligations for serving my clients through law school textbooks. Upon entering practice, I quickly learned that there is more to what clients really want then what I had read in those textbooks. So, what do clients want? Below are the five biggest “client wants” that I have learned in my time as a new attorney.
1. Clear and Timely Communication
Clients want updates. Clients do not want to be left wondering what the status of their case is or what their lawyer doing to advocate for their interests. Send the client an email notifying them that the judge ruled on the motion in their case. Call the client and let them know you will be sending their Ohio Secretary of State documents via email. Let the client know that you spoke with opposing counsel. Provide the client with a general status update. Taking the time to communicate with the client goes a long way to maintaining a happy client relationship.
2. Clear Expectations
Clients bring their problems and want the lawyer to find them a solution. Setting forth a plan for solving the client’s problem serves their interest and the lawyer’s too. Explain to the client the process for filing a Complaint and how long the opposing side has to Answer. Describe the steps that follow sending a demand letter. Give the client timelines. Set boundaries for what you will and won’t do for the client. Knowing what to expect puts the client’s mind at ease and mitigates the potential for any future issues in the lawyer’s representation.
3. Be on Top of Your Game
This may seem obvious, but clients expect their attorney to perform at the best of their ability. Knowing what you need to do to perform is essential. Before your first oral argument, re-read your outline one more time. Take the time to research one more legal issue. Proofread your motion and then proofread it again. Reflect and consider if there was anything further that could’ve been done. A lawyer on top of his or her game is the strongest client advocate.
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Dayton Bar Briefs May 2021
By Chandler L. Watson Esq. Leadership Development Class Foos Lentz & Posey LLP cwatson@fpl.law | 937.913.0200
4. Adaptability
As the Covid-19 pandemic continues, adaptability has taken on a whole new meaning. Clients want to know that their lawyer can still conduct a deposition in their case through zoom (including screen sharing and knowing when to hit the mute button). Clients want answers to their questions. Can the settlement conference still take place? What about mediation? Did the deadlines change? Is my case paused? Attorneys across Dayton have risen to this occasion by adapting their practice to fit the current times and learning how to answer these client questions. While the world may be in a form of chaos, attorneys must provide a sense of stability for clients by showing them adaptability.
5. Personal Considerations
Lastly, and perhaps most importantly, Clients often come to lawyers in highly stressful and emotional situations. They may be going through a tumultuous marriage divorce. Or a business divorce. Their business may be struggling because of a breach of contract issue. They may want to leave their employment but feel trapped by a noncompete. They may be dealing with estate issues after losing a loved one. In these situations, clients want an attorney who will listen. While attorneys may not be able to understand exactly what the client is experiencing, at the very least the attorney can try. Clients then want and need their options explained to them in a realistic manner. Clients want to trust your advice. Serving as a counselor at law is an integral part of an attorney’s day-to-day and it is a role that some clients value most.
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