It comes as no surprise that having excellent people skills is a strongly desirable trait to have in business. And, as Dale Carnegie noted long ago, some people have this skill in more abundance than others. As a lawyer, your ability to build and maintain relationships with your clients is critical to your success and reputation. It is the case that many lawyers struggle with client relations from the very first contact with a potential client, all of the way through the relationship. As in any industry, it’s fait to say, that there are people all across the spectrum: some extremely charismatic and magnetic, and others, we could charitably say, less so. In this article, we will explore why so many lawyers are bad at client relations, and, if you might be one of those who needs to buff up on interpersonal skills, what you can do to improve how you’re seen in the eyes of your customers.
1. Lack of empathy
One of the most common reasons why lawyers struggle with client relations from the very first contact is a lack of empathy. Lawyers are trained to think logically and analytically, which can sometimes make it difficult to connect with clients on an emotional level.
To improve your client relations, it’s essential to put yourself in your client’s shoes and understand their perspective. Take the time to listen to your client’s concerns, ask open-ended questions, and show that you understand their situation. By demonstrating empathy and understanding, you can build trust and establish a stronger relationship with your clients.
2. Failure to communicate clearly
Another common reason why lawyers struggle with client relations is a failure to communicate clearly. Legal jargon can be confusing and overwhelming for clients, which can make it difficult for them to understand the legal process and feel comfortable working with a lawyer.
To improve your client relations, it’s essential to communicate in plain language that your clients can understand. Take the time to explain legal concepts in simple terms, and avoid using jargon whenever possible. By communicating clearly, you can help your clients feel more confident and informed throughout the legal process.
3. Lack of responsiveness
A lack of responsiveness is another common reason why lawyers struggle with client relations. Clients often have questions or concerns that require a prompt response, and a failure to respond in a timely manner can make clients feel ignored or undervalued.
To improve your client relations, it’s essential to be responsive to your clients’ needs. Respond to phone calls and emails promptly, and provide regular updates on the progress of their case. By being responsive, you can demonstrate your commitment to your clients and build trust and loyalty.
4. Lack of personalization
Another common reason why lawyers struggle with client relations is a lack of personalization. Clients want to feel like they are more than just a case file, and a failure to personalize your interactions with clients can make them feel like they are just another number.
To improve your client relations, it’s essential to personalize your interactions with your clients. Take the time to learn about your clients’ interests and hobbies, and incorporate this information into your conversations with them. By personalizing your interactions, you can build stronger relationships with your clients and make them feel valued and appreciated.
5. Lack of follow-up
Finally, a lack of follow-up is another common reason why lawyers struggle with client relations. Clients often have questions or concerns that require follow-up, and a failure to follow up can make them feel ignored or unimportant.
To improve your client relations, it’s essential to follow up with your clients regularly. Ask them if they have any questions or concerns, and follow up on any outstanding issues or requests. By following up, you can demonstrate your commitment to your clients and build trust and loyalty.
This is by no means a definitive list toward self-improvement, but these are perhaps the top five things most commonly noted anecdotally and in surveys that put sand in the gears of a smooth business relationship. By changing just a few small things in one’s approach, by demonstrating empathy, communicating clearly, being responsive, personalizing your interactions, and following up, you can quickly and vastly improve how potential or current clients see you and your company. If nothing else, make the last thing you say or do something positive, because people will always remember, if they remember at all, the last thing you did and said rather than the first thing. So there is some saving grace in even this notion. It’s worth taking the time to develop these effortless and basic techniques to a higher level to help your law firm stand out from what often seems to be common practice.
