We lawyers depend on clients to let
us know how satisfied they are with our services. We went talking to different
clients, and here are ten highlights of what they want from their lawyers:
1. Problem solving: Clients are looking for lawyers who are not only able to
identify significant potential legal problems but also provide solutions.
"It is not enough to raise all sorts of reasons why a particular deal
won't close or why a particular idea won't work, tell us how to resolve the
logjam."
2.
Responsiveness: Promptly returning phone calls and replying to e-mails are
important, but Clients expect lawyers to be responsive not just to their phone
calls, but also to their needs. Successful lawyers verify client expectations
frequently, both formally and informally, to ensure good result.
3. Attention and respect: Clients say they want lawyers who are always ready and
able to listen to them. The exceptional lawyer looks beyond the words to delve
into the facts, circumstances and other aspects that define the situation. No
one knows their problem as well as the clients therefore it's crucial that
lawyers enable them to talk it through.
4. Communication: Good communication is the single most important part of
the lawyer-client relationship. Communication has got to be a mutual rather
than a one-way relationship. Each side must understand the expectations and
goals of the other party.
5. Time Management: Clients expect their lawyers to produce documents relatively
quickly and focus on the key issues at stake. Clients do not want documents
being submitted late to court.
6.
Information: "We don't want lawyers who will keep us in the
dark" a client said. "We want to work with law firms who will share
information often- as in constantly, frequently, persistently,
regularly..." Afterall, a productive relationship begins with good
communication — clear, honest, forthright exchanges of information and ideas
that are based on facts, not assumptions.
7. Clarity: Clients appreciate lawyers that speak in clear terms without
ambiguity. Clients prefer lawyers who explain all legal matters in a layman
language, rather than lawyers who love speaking legalese.
8. Efficiency: Today's Clients want effective representation, but they
are asking for more- efficient service. They don't want unnecessary 'lawyering'
motivated by the incentive to bill as much as possible. They acknowledge that
it can be difficult for a lawyer to tell exactly how much handling a case will
cost, but they want an estimate and information on the factors that will affect
the total cost of legal services.
9.
Honesty: Clients seek lawyers that will always look out for their
best interests. A good demonstration of sincerity in a client-lawyer
relationship is essential to the development of rapport, trust and mutual
respect.
10.
Empathy: Legal Practitioners are concentrating on developing their
knowledge and skills to deliver better outcomes; but their corporate clients
are also demanding deep understanding of their businesses and industries.
Today's Clients expect not only results, but also the expression of genuine
concern, accessibility, understanding and respect in the process.
Source: Law Pavilion
In gearing up for a big client it is really important that you are responsible enough to take their cases. Assure them things that would feel them at ease and mostly do what you say.
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