Fundamental to a Successful Practice: Communication

I have a client who readily admits that she does not return phone calls from clients in a timely manner or have a procedure in place for responding to unhappy clients, of which she has many, according to her receptionist. Her reasoning is that most of the calls are initiated by pesky clients who are unnecessarily concerned about their case. This same lawyer does not review files or talk with clients on any regular basis; does not always copy the client with correspondence and documents relating to a client’s case; nor does she bother to educate her clients at the beginning of their representation about the legal process involved in representing them. It is my experience that lawyers who practice in this way will not be able to improve the quality of their client base – their reputation precedes them. They cannot hire or retain talent who are embarrassed and demoralized by their behavior. They are unprofitable, as a result, and unhappy.

Lawyers who do not acknowledge the importance of building strong client relationships as a key to building and sustaining their practice in this day and age are not ignorant – how many times must this subject be addressed – they are simply wrongly motivated. They have clearly chosen the wrong profession. Practicing law requires building healthy and effective relationships with clients, colleagues and staff. Relationships are either sustained or destroyed by the level and quality of communication between the parties to the relationship. Communication is a salve to many a wrong-doing in practice and in life and should never be underestimated in its importance to the management of both.