toxic client strategies for dealing with difficult p eople
Post on 25-Feb-2016
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Toxic ClientStrategies for Dealing with
Difficult PeopleWith Garrett Sutton, Esq.And Mark Goodman, Esq.
Our Working Environment
OStressOLong hoursONo vacation
ONonpaying ClientsO80% deal with them
Our Working Environment
Difficult clients with toxic personalities =Toxic Clients
Red Flags
What are the red flags for identifying
Toxic Clients?
Problems with Previous Professional/Provider
O Client had some kind of problem with a previous provider and/or has been fired by another provider.
O Client has had multiple providers already on this matter.
O Client seems to be talking to half of the local bar association about their matter as they simultaneously want to retain us.
High Drama
O Client has a long complicated story with high drama.
O They get highly emotional about the situation.
Shopper
O The only thing the client seems to care about is price.
O Client bargains aggressively on price, rates and payment terms.
Nitpicker
O Client nitpicks the billing.
This person will call repeatedly to go over the details on each invoice before ever paying.
Commodity Trader
O Client views your services as a commodity not a relationship-based business.
Rich and Famous
O Client thinks that their case is my opportunity to “make a name for myself” and become rich and famous.
Judge is Biased
O Client alleges that the Judge is “biased.”
Once in a blue moon, a judge actually is biased. The other 999/1000 times the client is just crazy.
Non-Empathetic
O Client is incapable of seeing the case from the other side’s point of view.
Conspiracy Theorist
O Client believes there is a conspiracy to destroy him/her.
In my experience there is never any evidence of this, but the client is 100% convinced.
MouthpieceO Client wants to run their own case and
use our firm as a mere mouthpiece.
O Client wants to write the pleadings but just have us get it filed.
O Client will not listen to or agree with my advice and analysis but wants to proceed with us anyway.
Last Minute Crisis
O Client has a horrible last minute crisis situation when they come into our office for the first time. 99% of the time this could have been dealt with earlier.
Dog Ate My Homework
O Client is highly dilatory with necessary follow-through.
O Client does not return communication.
O Client does not take legal work, documents, deadlines seriously.
Friends/Family Issues
O Friend or family member is a provider but not retained on the case.
O Family member is paying, but not the client, thus family member wants to run the case.
Vague
O Client is vague about the details of the case, does not seem to be forthcoming and/or does not remember details that any reasonable person in that situation should know.
Fallen From Grace
O Client used to have/make lots of money and now is struggling financially.
These people can’t handle tight budgets, tend to flake on bills and often get whiny.
Only Client
O Client acts as if they are our only client.
Talker
O Client talks and talks but won’t listen to what I have to say.
Get a Hobby
O Client seems to have no life outside of their case. Client lives and breathes the case 24/7.
Amateur Lawyer
O Client does their own research and is continually presenting it to us.
Too Personal
O Relationship becomes too personal. Client almost seems to want to date me.
Anal
O Client is super anal-retentive.
While it’s good to have a client that pays attention to detail, it’s very difficult to work with clients that are ultra-obsessed with every detail.
Stubborn
O Client is stubborn.
Stubbornness is one of the hardest qualities to deal with in the legal profession. Ironically, dumb is manageable.
Wannabe Big ShotO Client talks as if they are very rich or
successful.O Client discusses big deals or big money
from the past, but is shocked at the idea of paying a few thousand dollars for legal representation.
O Client talks about grandiose ideas usually involving big money and/or fame, and there seems to be no connection to the client’s current reality.
Take it to the Top
O Client has written to high ranking government officials, such as the Governor or the President, about their private legal dispute.
Success!
To Succeed in Business, Know
When to Reject a Toxic Client
Contact Us
O Mark Goodman, Esq. (775) 473-4268
O Corporate Direct, Inc. (800) 600-
1760
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