What is Good Advice for New Attorneys About Building Client Relationships?
Building a successful client relationship is the cornerstone of a thriving legal career. Esteemed professionals, including a Founding Attorney and a Managing Partner, share their invaluable advice in this insightful Q&A. Kicking off with the importance of active listening and wrapping up with the necessity to simplify legal processes, this article compiles thirteen essential insights for new attorneys. Each piece of advice is crafted to help build lasting and effective client relationships.
- Focus on Active Listening
- Prioritize Clear and Consistent Communication
- Understand Client Communication Preferences
- Be Up-Front and Transparent
- Show Empathy Without Judgment
- Treat Each Client as Unique
- Always Listen Actively to Clients
- Prioritize Active Listening and Empathy
- Be Transparent About Expectations
- Respect Client Communication Preferences
- Consistently Communicate with Clients
- Admit When You Don't Know
- Simplify Legal Processes for Clients
Focus on Active Listening
Focus on active listening. Many new attorneys feel the need to showcase their expertise right away, but clients often care more about being heard and understood. Take the time to fully grasp their concerns and goals before offering solutions.
For example, I've found that asking open-ended questions not only clarifies their needs but also builds trust. A dentist selling their practice isn't just looking for legal guidance—they're navigating a significant personal and financial transition. By understanding their fears and ambitions, I can tailor my advice to what truly matters to them.
This approach not only fosters stronger relationships but also leads to better outcomes for your clients—and your reputation.
Prioritize Clear and Consistent Communication
The Key to Strong Client Relationships for New Attorneys
As the founder of a legal process outsourcing company, one piece of advice I'd give to new attorneys is to prioritize clear and consistent communication with clients.
Early in my career, I learned this the hard way when a client became frustrated due to a lack of updates on their case. I quickly realized that even when there wasn't major progress, keeping them informed reassured them that their concerns were being addressed.
Now, I emphasize this principle with my team—whether it's through regular check-ins, detailed summaries, or simply being proactive in addressing questions. Clients value attorneys who make them feel heard and understood, so taking the time to explain processes and set realistic expectations builds trust.
Strong relationships aren't just about delivering results; they're about showing clients that their needs and concerns are a priority every step of the way.
Understand Client Communication Preferences
The most common client complaint about lawyers is lack of communication. If you can solve that, you can create successful relationships. First, understand how the client wants to be communicated with—some prefer emails, some prefer calls—and communicate with them the way they want. Second, stay ahead of their questions. People with legal problems do not know what is coming next. We do. We often forget how much of the job is removing uncertainty by simply explaining the process. Third, every once in a while, just call the client to check in. People do business with people they know, like, and trust. Building rapport completely unrelated to the case will lead to repeat business, referrals, and happier clients.
Be Up-Front and Transparent
I would advise being up-front and transparent with your clients. Personal injury cases are often emotional, and clients are dealing with a lot of stress and uncertainty. By clearly explaining the process, possible outcomes, and any challenges up front, you'll build trust from the beginning. Take the time to check in regularly, even if it's just a quick update or reassurance that you're on top of things. This consistent communication shows clients that you're truly invested in their case and understand what they're going through.
Show Empathy Without Judgment
In criminal defense, it’s critical to show empathy without judgment. Clients in these cases are often at one of the lowest points in their lives, facing serious legal consequences. My advice: Make it clear that you're there to defend their rights, regardless of their situation. Be a strong advocate and listen closely to their story. Building this level of trust not only helps your client feel supported, but also leads to better communication and a stronger defense. Clients need to feel that they can confide in you, which means your approach should always be respectful and without assumptions.
Treat Each Client as Unique
One of the most effective ways to build strong client relationships is to treat each client as if they are your only one. This means dedicating your full attention to their case, communicating regularly, and being responsive to their needs. When clients feel valued and heard, they are more likely to trust and rely on your expertise. By focusing on building strong relationships, you can not only attract new clients but also retain existing ones. This approach can be applied to various fields—from law to consulting—and can help you establish a reputation as a trusted advisor.
To achieve this, make it personal. Keep notes on details they've shared, check in on non-legal matters (like their recovery or family), and explain the process without the legal jargon. When clients feel they matter beyond the case file, they're more likely to trust you and engage, leading to better outcomes. Plus, satisfied clients often refer others to your firm. It's the ripple effect of truly caring.
Always Listen Actively to Clients
One piece of advice I would give to new attorneys is to always listen actively to your clients. Attentively listen to your clients' stories and concerns without interrupting. This simple action builds trust and makes them feel valued. Remember, clients need to know you genuinely care about their case and are there to support them every step of the way.
Prioritize Active Listening and Empathy
One key piece of advice for new attorneys is to prioritize active listening and empathy in every client interaction. Successful client relationships are built on trust, and trust begins with making clients feel heard and understood. Clients often come to attorneys during stressful and vulnerable times, so showing genuine care for their concerns and being attentive to their needs sets the foundation for a strong professional bond.
Start by asking open-ended questions to fully understand the client's situation, goals, and priorities. Paraphrase their concerns to confirm your understanding and demonstrate that you're truly listening. Avoid legal jargon when explaining strategies or options; instead, communicate in clear, relatable terms to ensure they are comfortable and informed. Transparency about potential outcomes, costs, and timelines is also crucial for managing expectations.
Equally important is following through on commitments. If you promise a callback or an update, do it promptly. Proactive communication, even when there is no significant progress, reassures clients that their case is a priority. Finally, approach each client with a mindset of collaboration, treating them as partners in their legal journey rather than mere recipients of legal services.
By focusing on empathy, clear communication, and reliability, new attorneys can cultivate relationships that not only lead to client satisfaction but also foster referrals and long-term trust. These principles are the cornerstone of a successful and rewarding legal practice.
Be Transparent About Expectations
Transparency is definitely the biggest contributor to building strong relationships with clients. It's much better for all parties if you're clear to them about what's possible, what isn't, and what might take time. By setting realistic expectations from the start, clients know exactly where they stand, and you can prevent nasty surprises down the road. This kind of honesty leads to fewer headaches compared to when you're sugarcoating things just to make clients happy.
Law-firm clients are almost always confronting something overwhelming or confusing. The lawyer's job is to guide them through it. Transparency allows you to be a true partner in their decision-making process. You have to ground everything in reality so that your clients can make informed choices. They'll appreciate that you're not just telling them what they want to hear.
Respect Client Communication Preferences
Always ask clients how they prefer to communicate—some will appreciate detailed emails, others will value quick calls, and a few may want periodic in-person updates. By respecting their preferences, you show that you value their time and comfort, which goes a long way in building trust. At our firm, we've seen how even small accommodations, like scheduling flexibility or using video-conferencing, can strengthen the relationship. Tailoring communication styles makes the entire process feel more collaborative and less transactional.
Consistently Communicate with Clients
I always advise new attorneys to consistently communicate with their clients. A simple update can significantly reassure clients and make them feel involved and valued. In my first year of practice, I made it a point to update my clients regularly, even if there was no progress in the case. This habit helped one of my clients feel more at ease during a particularly lengthy settlement negotiation. Your clients will trust you more when they see that you're proactive and attentive, which is essential for a successful relationship.
Admit When You Don't Know
Don't be afraid to say, "I don't know." Lawyers don't need to have the correct answer to every possible legal question ready-to-go. Declining to answer a question on the spot and telling your client that you'll need to look it up builds trust. It shows that you're careful and precise. And, obviously, by taking the time to look up the answer, you'll minimize the likelihood of providing an incorrect answer. (Don't assume you are the only attorney that your client is speaking with. Many people go shopping for legal opinions before deciding to hire an attorney.)
Simplify Legal Processes for Clients
Clarity is your best tool. Simplify complex legal processes into plain, relatable language so clients always know what's happening with their case. Overloading them with jargon or unnecessary details creates confusion and anxiety, which can erode trust over time. At our law firm, I've found that explaining every step, no matter how small, makes clients feel empowered and confident in the process. A well-informed client is not only a satisfied client but also your greatest advocate.
