with Your Client
Through Improved Client Communications (American Bar Association)
Attorneys everywhere are being forced to reconsider their definition of
service. More than just the quality of lawyering, excellent service includes
how legal expertise is actually delivered to the client. That means everything
from promptly delivered phone calls, to keeping the client appropriately
informed and prepared, to a legal professional's attitude toward the client.
Clearly, client satisfaction should be the goal of every firm that wants
new and repeat business.
Put the power of psychology to work for your practice.
Techniques gives you the tools for achieving greater client satisfaction
through improved communication. The author, leading psychologist, therapist
and legal consultant Noelle C. Nelson, Ph.D., presents practical guidance
and specific methods based on sound psychological principles. You'll learn
Project attentiveness and caring
- Create a rapport that builds your client's trust and confidence
- Become a client-centered advocate
- Communicate billing and other case management issues in ways that
support good client-lawyer relations
- Handle troublesome aspects of a case without losing the cooperation
and good will of your clients
- Handle difficult clients without losing the client or the case
- Train your associates, legal assistants and support staff to adopt
the appropriate attitude toward clients
Maintain control over difficult situations--and clients
If you've ever been faced with a difficult client or uncomfortable situation,
you know how hard it can be to maintain control. Connecting with Your
Client prepares you with step-by-step exercises. For example, the "pace
and lead" technique helps you handle angry clients by first mirroring
their body language and reflecting their words (pacing), then gradually
"leading" them with your body language and words to a different emotional
state. And the "back pocket technique" trains you to mentally take any
distracting thoughts and put them in your "back pocket" for retrieval
later at an appropriate time.
Professional solutions drawn from real-life experiences
Connecting with Your Client also includes real-life, real-case experiences
so you can learn from clients and lawyers alike. Managing partners, executive
directors, and marketing directors of top-level firms contribute their
perspective and share their solutions for attaining client satisfaction
REVIEW; LAWYERS WEEKLY USA NOVEMBER 2, 1998
Getting rejected by a client can be a painful experience. You feel you've
given the client great service. You got a great result. And yet the next
time that client needed a lawyer, he hired someone else. Where did you
You went wrong in thinking that all the client wanted was to win their
case or get their will drafted in a timely fashion. That's not what your
clients want. That's what they expect as a bottom line.
What they want from you is service. And if they don't get it, your waiting
room is going to be a lonely place.
So writes Noelle Nelson, in Connecting With Your Client, another practical
guide from the ABA's Law Practice Management Section. Far from a touchy-feely
approach, the book demonstrates with specific examples, how you may be
turning clients off, despite your excellent lawyering.
For any lawyer looking to improve client relation - and thus, the firm's
bottom line - Nelson's book is full of practical advice and useful illustrations.
Read the Preface to
Connecting With Your Client
[ Buy This Book ]
to Main Books and Tapes Page