Client Service for Personal Plight Lawyers
It dawned on me that most of my blog concerns client service for large law firms. What about the majority of most firms out there that practice some type of law that does not deal with other lawyers? What about those that deal with the general public in crisis situations?
I'm fairly certain that the same general (but simplified) principles I've written about before apply, with modifications. Here are my thoughts. Feedback is welcomed.
1. Responsiveness--If I'm charged with a crime or going through a divorce, silence from my attorney is not golden; it is a source of panic. Call me back promptly.2. Communication--This is where the old adage about writing at the 8th grade level is true. Do not assume I know what a deposition is, or community property, or even community service. Make sure things are spelled out in really simple language.
3. Price--The general public is petrified of what lawyers cost. Not sure why. Give honest appraisals of what it will cost up front.
4. Urgency--Deep in my heart I know that you don't really care that I've just lost my job, my wife, and my driver's license (unless, of course, it means I'll have trouble paying my bill). I'm actually okay with that. But please at least understand my sense of urgency and try to accomodate it.
5. Knowledge about my situation--So long as you know my goals for the situation, working towards a positive resolution becomes doable. Don't hesitate to pry a little and ask. I can always plead the fifth (at which point I'll need a constitutional lawyer, won't I?--see #3 above).
I suspect if you accel in these areas you'll do very well with your clients and they'll happily send you referrals. And I know that if you ask what they need you'll do even better!!
Have a great weekend, everybody.
