Surviving a problem client

GOING SOLO

No matter what type of law you practice, you’ll come across all sorts of clients — the good the bad and the ugly. The trick is to keep the bad from getting ugly, and keep the ugly from getting to you. The longer you stay in the business the more likely it is that you will deal with difficult clients. The key to dealing with these situations is understanding just how much power you have in managing yourself, your clients, and your practice.

A large part of solo practice is management, whether it’s managing your finances, your caseload, or the day to day affairs of your office. Managing clients is part of this, too. Understanding that you are the manager of the expectations, interactions and relationships with your clients is key to developing a professional yet personable practice.

The first rule that many solo’s learn the hard way is to know when to say no to a case. This can be particularly challenging for those who are new solo’s and are hungry for experience and work. The reality however is that not taking on certain cases or clients may be the best professional and business decision you can make. Whether it is a family or friend asking for a favor, or a desperate client with a compelling story, don’t be afraid to say no to case if there are red flags or warning signs.

Be upfront about expectations with your clients. Just as you don’t expect your clients to turn their life upside down for you, it should be clear to your clients what your expectations for them are, including the best ways to contact you, their tone and manner of conduct, and the scope of your relationship. Being clear and courteous about these upfront expectations will save you from hassles and headaches down the line.

Along with managing expectations is the need to manage personalities. As attorneys we often play the part of counselor, and sometimes even referee. Although it is not your job to control your client’s behavior, you can often set the tone with a mix of professional courtesy, compassion, and counsel. Cutting a client a bit of slack when they are going through a traumatic time can certainly go along way, but there should also be a balance between enabling certain forms of behavior. If you maintain professionalism your client will take notice and follow suite.

If you do have a problem with a client, be the bigger person, because more often than not, you are the bigger person, and have a lot more to lose. Often times taking a loss and moving on will save you expending needless energy on a client who will bring nothing but negative energy to you and your practice. Deescalating the situation and moving on is more often than not the best choice. A client’s negative review on the internet, or frivolous complaint to the state bar will take you down a path you simply don’t need to go. Move on, and learn from the experience.

The reality for many attorneys is that our clients can drive us crazy, but can also provide us with some of the most rewarding interactions. Like parents, we often have to take the good with the bad and learn the best way to manage and promote the behaviors that make our jobs and lives easier. This may require a bit more patience than many of us can muster, particularly when we are under pressure or a heavy caseload, but remember, it takes considerable time to earn a stellar reputation and only one moment of weakness to lose it.