The lawyer-client relationship
Each lawyer has their way of working and each client has different tastes and preferences.
As you see what is demanded, you improve methods, and today, I would like to tell you what it is that I think is most valued by customers and with it, what I like to fulfill.
First, you have to LISTEN to the customer. It does not matter if we have a lot of work, if that is why we are going to eat later than planned, or if they tell us more details than we need.
That will be the basis of everything and with the rest of the interactions (questions, clarifications), it has to end up creating a TRUSTED relationship between lawyer-clients that I consider to be the most important thing.
Trust is not only necessary for the client to tell you the truth (regardless of whether they have to take into account that lawyers are subject to professional secrecy), but also so that they do not doubt your work at any time. In my opinion, when that trust wanes and the lawyer's performance is doubted, it is best for either party to decide not to pursue the other.
It's going to be months, or even sometimes years, working as a team, so trust is essential. The lawyer's performance is just as important as that of the client (providing the lawyer with truthful information, following his instructions).
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There will probably be occasions when you cannot attend the client (you are in the room, on another call, with another client ), but it is vital that as soon as you can, you contact the client who requires you and does not wait for them to be insisting or trying to locate you. ATTENTION is, as I have said, vital.
Likewise, we all know that depending on third parties in extrajudicial management or the court in a matter in court, not everything will go as fast as we would like. Therefore, the lawyer must inform the client at all times of the status of their matter, letting them know that any progress may take a long time, as well as what relevant advances are being made.
This INFORMATION should be provided not only when the client demands it, but voluntarily with a certain frequency.
For contact, not only the face-to-face form is useful, but many times you can make a call (providing a telephone where you can be reached most of the work time), exchange emails, or even the increasingly used VIDEO CALLS. The latter is an easy way to communicate by looking at each other and not having to "square" an appointment.
I also use WhatsApp, but it is a tool that I recommend to use only for specific things: Remember something, provide some information ... It is better not to use this messaging service to answer questions or tell anything, as it can lead to misinterpretations and misunderstandings.
It is also essential to ACCOMPANY certain procedures personally, because although for lawyers it is something daily, for the client it can be something complicated if they have never been in the situation.
Returning to the first contact with the client, he has to understand that a lawyer does not know everything. There are times when he will be able to give you an answer at the moment and others when he will need to study the matter and the documentation that you provide.
The latter is better than an incorrect answer.
Equally important is SINCERITY. If a matter is not viable, even if it means that the lawyer is not going to take a case and not receive an income, it must be said.
Everything must be explained clearly and considering that the client, in general, does not have our legal knowledge, which means that we have to be more precise, use appropriate language, and need more time to understand it.
Warn here that if they trust a professional, do not be guided by what neighbors say, people in internet forums, parents when leaving school, etc.
Likewise, advising lawyers that you have to know when not to take a case, and that is not why you are a worse professional, but if you know that you will not be able to dedicate yourself as required, you do not see any point clearly, it is better to say no.
And last but not least, the DEDICATION and STUDY of the matter are completely updated with the current regulations that do not stop changing.
As I have told you, I try to comply with everything described. In addition to the fact that I like to do it like this, later you see what the customers want and appreciate. We have to think that a client can bring you an issue, but if he is happy you may have a client forever and make recommendations.