Managing and Training Client Relations
CLIENT RELATIONS IS ABOUT WHAT YOU DO, NOT WHO YOU ARE!
Good client relations don't just happen. Within the firm, client relations/skills development must be nurtured and supported. Within the profession, these same skills must be trained as a business skill, along with the other business skills necessary for the successful practice of law.
LAVISH ATTENTION
Hold regular one-on-one meetings with every lawyer-to-be to discuss standards and expectations for firm-client relations.
"You mean I must sit down with every employee and talk one on one?"
"Yes. Otherwise, the neophyte is going to think 'If the partners don't have 20 to 30 minutes to talk to me about a job they want me to do, why should I think they're very serious about it?"
At these meetings, reassure colleagues you're not asking for the impossible. There is no one right way to work with clients. But, there are some known pitfalls and sharing them early on can make sure your firm develops and maintains a client-friendly reputation.
EMPATHIZE WITH THE NEOPHYTES
Remember what it felt like years ago, when you faced that first difficult client? Remember the first time you felt you weren't communicating well with a client? Share these stories and the preventative solutions.
In the post-client meeting analysis, many senior lawyers ignore what was positive and emphasize what the neophyte did wrong. Or, even worse, they don't talk at all. Then, if the neophyte felt things didn't go particularly well, they tend to feel, “It must be totally my fault” and become gun-shy.
CLIENT RELATIONS TRAINING
Develop a client relations training program.
Teach how to get started at client meetings. Help neophytes learn to ease into conversations and negotiations with clients.
Teach awareness of and responsiveness to signals from clients that their needs are not being met well or appropriately.
Promote the firm-client relations and business development plan and their role in making it a reality.
Assign each professional to write a personal business development /client relations action plan. Do it in the form of a contract with the boss detailing expectations, minimum performance standards, client demographics and needs, and help available.