The number of times I’ve observed or heard about a problematic nonverbal interaction with a client, and to which the involved lawyer or staff member was completely oblivious, probably wouldn’t surprise anyone. After all, who hasn’t walked away from an occasional conversation knowing they haven’t been heard, been treated in an unexpected negative way from time to time, or occasionally felt uncomfortable upon entering a room. It happens, and when it does an impression about the interaction is formed. That’s a potential problem, particularly if the problematic interaction occurred with a potential new client, current client, or even a referral source. This leads me to ask if nonverbal messages are something worth worrying about. As I see it, you bet they are.
subject lawyer had been practicing at this firm for years and thus had a number of long-term attorney/ client relationships within the community. As a result, the lawyer had developed a certain camaraderie and casual way of interacting with these folks. While we were waiting, one of this lawyer’s long-term clients walked into reception hoping to have a quick question answered. The lawyer happened to see the client enter and immediately walked right up to the client. After a warm “Hello!” and pat on the back he began discussing the established client’s legal matter right in the middle of the reception area. The lawyer did this because he knew the established client wouldn’t be concerned about discussing the issue in this public space. What was missed, however, was the extreme discomfort the potential new client was feeling by being allowed to Perhaps a few examples are in order to demonstrate overhear a discussion of someone else’s legal issue. why. I remember visiting a lawyer whose staff literally took dozens of phone messages during our 90-minute A firm visit I will never forget involved experiencing meeting, many of which were repeat calls. His clients the décor, and I use this term loosely, of a law firm that were calling in five or more times an hour hoping to get might be best described as old dusty attic storage. Signs, through. Staff shared this was commonplace because boxes, files, books, old furniture, you name it were this lawyer would only get around to returning a call strewn about throughout the firm. A walk down the hall when doing so could no longer be avoided. In short, to the conference room was like navigating an obstacle over time clients would start to figure out that the only course. Clients were treated to this delightful experience way they could get their lawyer to respond was to be the every time they met with one of the firm’s lawyers as this one who became the biggest annoyance on any given was the norm. From all appearances nothing had been day. cleaned or picked up in years. Another memorable situation occurred while I and a potential new client were sitting in the reception area of a small firm located in a rural community. The
In contrast, I once entered a firm’s reception area where clients were present and found the space to be welcoming and well maintained. What wasn’t was the
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