Why do we treat our clients like they do not matter?
I had two people in the last day come up to me with similar stories. The basic version: "I hired my attorney 2 months ago. I have not heard from him/her. I have never received a bill. I do not know what they are doing, but I paid them $X,000 up front and I cannot afford another attorney. What do I do?"
I always give them the same advice: Call or write your attorney, ask for a full copy of your file and an accounting. See what they have done and what they have charged you for. If you are still not happy, ask for a refund of either the entire retainer or the unused portion (depending on how unhappy you are) and find a new attorney.
Which leads me to this: Why are there so many attorneys who forget that our clients are the bread and butter of our practice? I wish I had an answer. I don't. I can tell you this:
- Clients do not like being ignored. When a client is ignored, they are more likely to file a complaint with the state bar.
- Clients file complaints for malpractice when they are not kept up to date.
- Clients who are not happy will tell their friends that they are not happy.
- More importantly, clients who are not happy will tell other attorneys, who may advise them to go to the State Bar or to file a malpractice claim.
- Clients who are not happy will not pay your bill. I know there are books with secrets to write great bills that clients rush to pay. Here is my entire book: TAKE CARE OF YOUR CLIENT SO THAT THEY ARE HAPPY. I have never had a happy client refuse to pay me.
Keeping clients happy is not an optional thing for lawyers. Clients are your lifeblood. You must keep clients happy to keep your practice thriving - especially as a solo. Take care of your clients and things have a way of taking care of themselves.
-----Jonathan
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