lawyer to lawyer mentoring rogram … · the notice shall be provided to the client on a separate...

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COMMISSION ON PROFESSIONALISM ▪ OHIO JUDICIAL CENTER ▪ 65 S. FRONT STREET ▪ COLUMBUS, OH 43215 TELEPHONE 614.387.9327 ▪ TOLL FREE 800.826.9010 ▪ FACSIMILE 614.387.9529

www.supremecourtofohio.gov ▪ www.supremecourtofohio.gov/mentoring

LAWYER TO LAWYER MENTORING PROGRAM

WORKSHEET GG INTRODUCTION TO CLIENT COMMUNICATION

Worksheet GG is intended to facilitate a discussion about the importance of client communication and how to maintain good on-going communication, including the use of retention and fee agreements, keeping clients informed about matters, confirming things in writing, being on time, etc.

* * * Share with the new lawyer a personal example of how failing to communicate clearly

with your client caused problems in the relationship. Conversely, share with the new lawyer a personal example of how communication with your client prevented or resolved problems that could have ended the attorney-client relationship.

Provide tips to the new lawyer on effective communication. Read and discuss the

attached articles. Stewart Levine, Essentials of Effective Communication, LAW PRACTICE TODAY, Feb. 2006. John Q. Lewis, Client Relations Advice for the Newer Lawyer, CLEVELAND BAR JOURNAL, Dec. 2003. KIMM ALAYNE WALTON, WHAT LAW SCHOOL DOESN’T TEACH YOU…BUT YOU REALLY NEED TO KNOW (2000) at 384-411.

Share best ways for communicating with clients, including practices like the following:

Sending copies of pleadings and correspondence to your clients. Keeping clients involved in making decisions in their cases. Returning calls personally and promptly. Utilizing staff to provide exceptional customer service. Confirming instructions and/or advice in writing. Clarifying reasonable expectations about the representation. Clarifying your role and scope of the representation from the outset and as it

changes. Explaining clearly the fee arrangement. Promptly providing detailed billing records to your clients. Being respectful to your clients in all communications. Respecting clients’ time. Making sure your client understands the steps of the process, including what will

happen next and the appropriate way to respond. See Prof. Cond. Rule 1.4.

Discuss ways that a new lawyer can improve his or her client relations skills.

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Discuss professional and ethical ways to thank a client. Review and discuss the attached article. Wendy Werner, How to Thank a Client, LAW PRACTICE TODAY, June 2005.

Discuss different types of client relationships (i.e., people clients, government clients,

corporate clients, etc.) and provide tips for the best and most professional communication practices with the type of clients that the new lawyer will have.

Discuss how a lawyer clearly defines the scope of representation in a retainer or

engagement letter. See Prof. Cond. Rule 1.2.

Discuss fee agreements o Discuss how to talk about and set a fee with your client. o Discuss why fee agreements should be in writing. Share with the new lawyer

samples of fee agreements and engagement letters that you use in your practice. Or, if mentoring in-house, share with the new lawyer the fee agreements and engagement letters which are used in your firm.

o Explain to the new lawyer why certain provisions are either included in your fee agreement or excluded from your fee agreement.

See Prof. Cond. Rule 1.5.

Discuss terminating the lawyer-client relationship and suggest the best ways to document doing so. See Prof. Cond. Rule 1.16.

_____________________________________________________________________________________

RESOURCES _____________________________________________________________________________________

Ohio Rules of Professional Conduct

I. Client-Lawyer Relationship 1.2: Scope of Representation and Allocation of Authority Between Client and Lawyer

(c) A lawyer may limit the scope of a new or existing representation if the limitation is reasonable under the circumstances and communicated to the client, preferably in writing.

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Comment

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Agreements Limiting Scope of Representation

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[7] Although division (c) affords the lawyer and client substantial latitude in defining the scope of the representation, any limitation must be reasonable under the circumstances. If, for example, a client's objective is limited to securing general information about the law that the client needs in order to handle a common and typically uncomplicated legal problem, the lawyer and client may agree that the lawyer's services will be limited to a brief telephone consultation. Such a limitation would not be reasonable if the time allotted was not sufficient to yield advice upon which the client could rely. In addition, the terms upon which representation is undertaken may exclude specific means that might otherwise be used to accomplish the client's objectives. Such limitations may exclude actions that the client thinks are too costly or that the lawyer regards as repugnant or imprudent. Although an agreement for a limited representation does not exempt a lawyer from the duty to provide competent representation, the limitation is a factor to be considered when determining the legal knowledge, skill, thoroughness, and preparation reasonably necessary for the representation. See Rule 1.1. [7A] Written confirmation of a limitation of a new or existing representation is preferred and may be any writing that is presented to the client that reflects the limitation, such as a letter or electronic transmission addressed to the client or a court order. A lawyer may create a form or checklist that specifies the scope of the client-lawyer relationship and the fees to be charged. An order of a court appointing a lawyer to represent a client is sufficient to confirm the scope of that representation. [8] All agreements concerning a lawyer's representation of a client must accord with the Ohio Rules of Professional Conduct and other law. See, e.g., Rules 1.1, 1.8 and 5.6. View complete rule and comment at http://www.supremecourtofohio.gov/rules/profConduct/profConductRules.pdf#Rule1_2

1.4: Communication

(a) A lawyer shall do all of the following:

(1) promptly inform the client of any decision or circumstance with respect to which the client’s informed consent is required by these rules;

http://www.supremecourtofohio.gov/rules/profConduct/profConductRules.pdf#Rule1_2

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(2) reasonably consult with the client about the means by which the client’s objectives are to be accomplished; (3) keep the client reasonably informed about the status of the matter; (4) comply as soon as practicable with reasonable requests for information from the client; (5) consult with the client about any relevant limitation on the lawyer’s conduct when the lawyer knows that the client expects assistance not permitted by the Ohio Rules of Professional Conduct or other law.

(b) A lawyer shall explain a matter to the extent reasonably necessary to permit the client to make informed decisions regarding the representation. (c) A lawyer shall inform a client at the time of the client’s engagement of the lawyer or at any time subsequent to the engagement if the lawyer does not maintain professional liability insurance in the amounts of at least one hundred thousand dollars per occurrence and three hundred thousand dollars in the aggregate or if the lawyer’s professional liability insurance is terminated. The notice shall be provided to the client on a separate form set forth following this rule and shall be signed by the client. ]

(1) A lawyer shall maintain a copy of the notice signed by the client for five years after termination of representation of the client. (2) A lawyer who is involved in the division of fees pursuant to Rule 1.5(e) shall inform the client as required by division (c) of this rule before the client is asked to agree to the division of fees. (3) The notice required by division (c) of this rule shall not apply to either of the following:

(i) A lawyer who is employed by a governmental entity and renders services pursuant to that employment; (ii) A lawyer who renders legal services to an entity that employs the lawyer as in-house counsel. NOTICE TO CLIENT Pursuant to Rule 1.4 of the Ohio Rules of Professional Conduct, I am required to notify you that I do not maintain professional liability (malpractice) insurance of at least $100,000 per occurrence and $300,000 in the aggregate. _____________________

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Attorney’s Signature CLIENT ACKNOWLEDGEMENT I acknowledge receipt of the notice required by Rule 1.4 of the Ohio Rules of Professional Conduct that [insert attorney’s name] does not maintain professional liability (malpractice) insurance of at least $100,000 per occurrence and $300,000 in the aggregate. _____________________ Client’s Signature _____________________ Date

View comment at http://www.supremecourtofohio.gov/rules/profConduct/profConductRules.pdf#Rule1_4

1.5: Fees and Expenses (a) A lawyer shall not make an agreement for, charge, or collect an illegal or clearly excessive fee. A fee is clearly excessive when, after a review of the facts, a lawyer of ordinary prudence would be left with a definite and firm conviction that the fee is in excess of a reasonable fee. The factors to be considered in determining the reasonableness of a fee include the following:

(1) the time and labor required, the novelty and difficulty of the questions involved, and the skill requisite to perform the legal service properly; (2) the likelihood, if apparent to the client, that the acceptance of the particular employment will preclude other employment by the lawyer; (3) the fee customarily charged in the locality for similar legal services; (4) the amount involved and the results obtained; (5) the time limitations imposed by the client or by the circumstances; (6) the nature and length of the professional relationship with the client; (7) the experience, reputation, and ability of the lawyer or lawyers performing the services; (8) whether the fee is fixed or contingent.


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(b) The nature and scope of the representation and the basis or rate of the fee and expenses for which the client will be responsible shall be communicated to the client, preferably in writing, before or within a reasonable time after commencing the representation, unless the lawyer will charge a client whom the lawyer has regularly represented on the same basis as previously charged. Any change in the basis or rate of the fee or expenses is subject to division (a) of this rule and shall promptly be communicated to the client, preferably in writing. (c) A fee may be contingent on the outcome of the matter for which the service is rendered, except in a matter in which a contingent fee is prohibited by division (d) of this rule or other law.

(1) Each contingent fee agreement shall be in a writing signed by the client and the lawyer and shall state the method by which the fee is to be determined, including the percentage or percentages that shall accrue to the lawyer in the event of settlement, trial, or appeal; litigation and other expenses to be deducted from the recovery; and whether such expenses are to be deducted before or after the contingent fee is calculated. The agreement shall clearly notify the client of any expenses for which the client will be liable whether or not the client is the prevailing party. (2) If the lawyer becomes entitled to compensation under the contingent fee agreement and the lawyer will be disbursing funds, the lawyer shall prepare a closing statement and shall provide the client with that statement at the time of or prior to the receipt of compensation under the agreement. The closing statement shall specify the manner in which the compensation was determined under the agreement, any costs and expenses deducted by the lawyer from the judgment or settlement involved, and, if applicable, the actual division of the lawyer’s fees with a lawyer not in the same firm, as required in division (e)(3) of this rule. The closing statement shall be signed by the client and lawyer.

(d) A lawyer shall not enter into an arrangement for, charge, or collect any of the following:

(1) any fee in a domestic relations matter, the payment or amount of which is contingent upon the securing of a divorce or upon the amount of spousal or child support, or property settlement in lieu thereof; (2) a contingent fee for representing a defendant in a criminal case; (3) a fee denominated as “earned upon receipt,” “nonrefundable,” or in any similar terms, unless the client is simultaneously advised in writing that if the lawyer does not complete the representation for any reason, the client may be entitled to a refund of all or part of the fee based upon the value of the representation pursuant to division (a) of this rule.

(e) Lawyers who are not in the same firm may divide fees only if all of the following apply:

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(1) the division of fees is in proportion to the services performed by each lawyer or each lawyer assumes joint responsibility for the representation and agrees to be available for consultation with the client; (2) the client has given written consent after full disclosure of the identity of each lawyer, that the fees will be divided, and that the division of fees will be in proportion to the services to be performed by each lawyer or that each lawyer will assume joint responsibility for the representation; (3) except where court approval of the fee division is obtained, the written closing statement in a case involving a contingent fee shall be signed by the client and each lawyer and shall comply with the terms of division (c)(2) of this rule; (4) the total fee is reasonable.

(f) In cases of a dispute between lawyers arising under this rule, fees shall be divided in accordance with the mediation or arbitration provided by a local bar association. When a local bar association is not available or does not have procedures to resolve fee disputes between lawyers, the dispute shall be referred to the Ohio State Bar Association for mediation or arbitration. View comment at http://www.supremecourtofohio.gov/rules/profConduct/profConductRules.pdf#Rule1_5

1.16: Declining or Terminating Representation

(a) Subject to divisions (c), (d), and (e) of this rule, a lawyer shall not represent a client or, where representation has commenced, shall withdraw from the representation of a client if any of the following applies:

(1) the representation will result in violation of the Ohio Rules of Professional Conduct or other law; (2) the lawyer’s physical or mental condition materially impairs the lawyer’s ability to represent the client; (3) the lawyer is discharged.

(b) Subject to divisions (c), (d), and (e) of this rule, a lawyer may withdraw from the representation of a client if any of the following applies:


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(1) withdrawal can be accomplished without material adverse effect on the interests of the client; (2) the client persists in a course of action involving the lawyer’s services that the lawyer reasonably believes is illegal or fraudulent; (3) the client has used the lawyer’s services to perpetrate a crime or fraud; (4) the client insists upon taking action that the lawyer considers repugnant or with which the lawyer has a fundamental disagreement; (5) the client fails substantially to fulfill an obligation, financial or otherwise, to the lawyer regarding the lawyer’s services and has been given reasonable warning that the lawyer will withdraw unless the obligation is fulfilled; (6) the representation will result in an unreasonable financial burden on the lawyer or has been rendered unreasonably difficult by the client; (7) the client gives informed consent to termination of the representation; (8) the lawyer sells the law practice in accordance with Rule 1.17; (9) other good cause for withdrawal exists.

(c) If permission for withdrawal from employment is required by the rules of a tribunal, a lawyer shall not withdraw from employment in a proceeding before that tribunal without its permission. (d) As part of the termination of representation, a lawyer shall take steps, to the extent reasonably practicable, to protect a client’s interest. The steps include giving due notice to the client, allowing reasonable time for employment of other counsel, delivering to the client all papers and property to which the client is entitled, and complying with applicable laws and rules. Client papers and property shall be promptly delivered to the client. “Client papers and property” may include correspondence, pleadings, deposition transcripts, exhibits, physical evidence, expert reports, and other items reasonably necessary to the client’s representation. (e) A lawyer who withdraws from employment shall refund promptly any part of a fee paid in advance that has not been earned, except when withdrawal is pursuant to Rule 1.17. View comment at http://www.supremecourtofohio.gov/rules/profConduct/profConductRules.pdf#Rule1_16


"' . Law Practice ToUay IEssentials of Effective Communication Page 1 of2

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Essentials of EffectiveCommunicationt21 E~mail This Article~ Print This Article

by Stewart Levine

February 2006

It's no secret that people are the most important element of any effective organization. andany collaboration within that organization or with others. In fact. people ARE theOrganization. In some sense it does not matter how hot your technology or skill is becausein order to deliver the full potential of what you think you can do you must create thecontext and terms around which that will happen. If you do not build that bridge effectivelywithin and without your organization you will not get the opportunity to deliver on yourtechnical Skills. Effective communication is not just a necessary skill you need to play thegame well. Effective communication IS the game!

Many of you reading this column are already saying to yourself "l'm a lawyer, I know how tocommunicatel ll You're right. But we all can use an occasional tune-up, a reminder of keyprinciples. tools and tactics that will help you get the results you. So as you move throughthis column please do your best to catch yourself. For each communication topic I introducecatch yourself saying "I know thatll and before you just move on ask yourself 'ihow andwhere do I need to apply that in my everyday interactions with others. II That is the best wayyou can serve yourself. Please let these reminders guide your engagements with others.

1. Building Bridges: Please remember that the object of an"y communication isbuilding a bridge to the other. It's not just about speaking. it's making sure youprovide the verbal links that join you with the object of the influence you want tohave.

2. What They Hear: Il's not what you say, it's what they hear! It's not what you say, it'swhat they hearflt's not what you sa~ it's what they hear! And always remember it'syour responsibility to make sure they hear what you want them to.

3. Kindergarten: Everything you need to know about communication you learned inkindergarten. The simple courtesies make such a b.ig difference. Please, thank you,and I'm sorry can have a huge Impact.

4. Education: Think of the process of communication as an educational experience.You are teaching others what you see and want them to do, and they are doing thesame. Educating is much more important than winning

5. Differences: We often get into trouble when we forget that the people we aredealing with are very different from who we are. There are a number of greatinstruments that measure personal style difference; Meyers Briggs; Personal StyleInventory; DISC to name a few. These Instruments serve the purpose of showing ushow we are different, and. more Important, how critical it is to FLEX your own style tobuild that bridge if you want your communication to be effective.

6. Listening: I'm not alone in saying that the most important communication skill wehave is our ability to listen to others and to hear what they are saying - not just thewords, but a full understanding of the impact our communication is haVing on them.Most of us are just impatiently waiting for them to finish before we start speaking andwe end up talking at each otherj not talking too and with each other. If you want tofind out how critical listening is hang a sign around your neck and say: I'm notspeaking today, just listening. Then go about your regular day and notice how muchof your environment you routinely miss because most of the time we are listening toourselves, waiting for the other to stop speaking so we can get our words in.

7. Slow Down: We're all moving along at about 800 MPH. At-that speed it's really verydifficult to take in new information and hear what someone is saying. Perhaps even

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Law Practice Today IEssentials ofEffective Communication

more important, we canlt hear ourselves speaking. .8. Clarity: Think of speaking as an opportunity for clarity. Before you begin

communicating, weather itls spoken or written, ask yourself what do you want themto know, do, and feel as a result of your message? Then put yourself in their shoesand ask what you would need if you were them and design your communicationaccordingly. Make sure the what. where, how. why and when is satisfied.

9. Jargon: Be careful of the way you use jargon. Unless you know do not assume theyknow your jargon, 50 make sure you define the terms you use.

10. WinlWin: When negotiating always make sure THEY have incentive to continueperforming. Make sure they are motivated to keep promises otherwise they won'tperform When I say Win I Win I mean WinlWin, not win/win as long as I win a bitmore.

11. SOFTEN your communication:o Smile .. people naturally smile back. It relaxes people and takes away their

need to defendo Open Posture .. demonstrate you have nothing to hideo Forward Lean - show you are interested by moving closero Territory - as you move forward be respectful of their territoryo Eye contact - about seven seconds other wise people will think you are

staringo Nod - show you are engaged, even on the telephone by saying yes, ahha and

the like12. Platinum Rule: The Golden Rule is great, and very powerful to treat others as you

would like to be treated. But J have discovered that It's even more powerful to usethe Platinum Rule: Treat others as they would treat themselves. Find out whatmotivates them and honor that Platinum is more valuable than Gold.

13. Character: The Chinese Character for communication consists of three separatesymbols.

o Eyeso Earso Heart

Please remember all three elements when communicating with othersl

Stewart Levine, Esq. , is a consultant. trainer, mediator and facilitator. He is the author ofthe award winning llGettlng to Resolution: Turning Conflict Into Collaboration Jl and therecently released llBook of Agreement" that has been called llmore practical than Getting toYes. 1I www.ResolutionWQrks.org.

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Chair I YOftllg Lawyers SutiotJ

.Itl~tionsAdvice for the Newer Lawyer

copyright Cleveland Bar Association

N ew lawyers have plenty to worry about.Meeting minimum billable hour

requirements, striving to gain meaningful experience, pleasing finicky senior lawyers or simplysurviving the transition from law student tonew lawyer, or from new lawyer to one withmuch more responsibility, can fill any younglawyer's day. With all of these considerations,who has time to think about "client l'e1ationst'

.And what does that phrase even mean?While you may be focused on meeting the

demands of the law firm,· remember thatclients, not the law firm, actually fund theyoung lawyer's salary. And clients ultimatelydetermine whether or not your performance issatisfactory. Thus, regardless of how much"client contact" you have or whether you actually spend more time serving the needs of.senior lawyers in yout" firm, your clients are thebread and butter of YOU1' practice. Do not forget this fundamental rule.

Clients have a right to goodservice.This doesnot necessarily mean obtaining a "good result"in the matter for which you and your firm wereretained, although it never hurts. Good serviceto clients goes beyond results, and begins themoment your firm is retained and continuesbeyond the time that the matter has concluded.Keep the foIlowing in mind as you go along.

Thedient is the client, but yow' boss may be "theclient;' too. In various seminars and presentationsI have attended on client relations for youngerlawyers, I have often heard the following: "Youhave two clients: the actual client and yoursupervising attorney:' This theory is usuallypresented to new lawyers who are employed atlarger firms or who regularly practice with teams·of lawyers. This is an important concept, especially for those young lawyers whose client contact comes mainly through supervising attorneys,

ICleveland Bar 'I IIDI ECEM8 ER 2 0 0312 JQurnaU .

Viewing supervisory attorneys as clientsdoes not mean you should lose sight of yourultimate responsibility. The client's goals andsatisfaction matters most. Most of the time,your client's wishes will be consistent with yoursupervising attorney's. In that case, of course,there is n? conflicr. At the end of the day, however, if your client wants your draft brief a weekbefore the deadline, but your supervising partner tells you not to worry if it is a day or twolate (this is a rare example that has never happened to me personally), you should meet yourclient's demands. If the conflict between thesupervising attorney and the client is more serious, you should raise your concerns and seek.clarification from your supervisor, or, if necessary, consult another experienced attorney inyour firm. On the one hand, I would not reconunend sitting idly by if you believe yourclient's position is being jeopardized. But onthe other hand, be prepared to stand down anddeter to a reasoned course of action by a moreexperienced supervising lawyer.

Assuming, however, that there is consistencybetween the positions of your client and yoursupervising attorney, which is generally thecase, the supervising-attorney-as-dient theorymakes a lot of sense. Younger lawyers oftenhave little direct contact with the actual client,so competently performing your duties as a

junior attorney allows the supervising attorneyto do the job that much better and, ultimately,the client will be pleased. Additionally, provingyour competence to a more senior attorney isan excellent way to showcase your talents and toconvince a more senior lawyer that you have theability and judgment to deal with a clientdirectly. Thus, when considering the additional suggestions below, you could just as easilyreplace "client" with IfsLlpervising attorney."

The same rules apply to both.Be responsive. If your client calls you, call

her back. If she sends you an e-mail, return it.Or if you receive a letter from your clientrequesting that you do something, do it. Youshould substantively respond to your clientwithin a day or, within that time frame, let yourclient know that you will be responding soonand when you intend to do so. While theseguidelines may seems obvious, they are toooften overlooked. Indeed. if we polled clients, Iguarantee that "unresponsiveness" would bethe number one complaint. Do not be thelawyer who helps keep that complaint at thetop of the list.

Responsiveness also includes updating yourclient regularly on the matters yOll are handling,especially if you are the primary lawyer on thematter or otherwise are chosen to fulfill thisrole. You should develop, early in your career, a

practice of informing clients about their matters before they ask you about them. Youshould select a time frame - weekly, monthly,quarterly or whatever works best for your clientand YOUl' practice - and let your client knowthat you will be providing updates on that periodic basis. If you find that your client frequently has to contact you for an update on thematter, that is a sign that you are doing something wrong.

Know what is going on with your client.For those of us who work with major corporate clients, doing this requires little effort.Read the headlines in the local paper from thetown where your client is based - it is probablyavailable on the Internet - and otherwise keepup-to-date with YOUl' client's business. Manyon-line national news publications permit you todesign daily automatic searches to pick up newsabout a company or an industry. Try to avoid

.thp..awkwardness of a conversation like this:. .YOU: How is everybody doing there?CLIENT: Not bad, except, we filed for

bankruptcy two days ago.YOU: Oh, I didn't know.If you deal with individual clients or

businesses that are not in the news on a regularbasis, this may require a little more work.You will still want to keep up with the organizations and industries that may affect yourclient, even if your client is not directlyinvolved. Most importantly, keep in touch.Have lunch with a client you have not heardfrom in awhile, or make a brief phone call to sayhello.This will allow you to stay in the loop onwhat is happening.

Do not be afraid to say, "I don't know, but Iwill find oue' Clients rarely expect lawyers toknow everything about everything. right off thetop of their head. If your client poses questionsthat you do not know the answer to, it is okay.When it happens, take a deep breath, and say,"l don't know, but I will find the answer:' Bydoing so, you are building an important trustwith yout' client. She knows at that point that:

(I) you do not think you know everything(because none of us dO)i (2) you are cautiousenough not to give unsupported advice; and (3)you are diligent enough to make sure you giveappropriate advice.

Advance your client's position at every step.Everything you do ought to be calculated toadvance your client's position in some way. Inlitigation, for instance, this means everythingfrom being punctual and prepared at courthearings (showing that you and your client takethe case seriously) to being candid and not tak~

ing extreme positions in the matter you arehandling (building credibility with d1e court oropposing party). Before you writc a letter, file abrief or act in any way, ask yourself how itadvances your client's position.

Another good example is how you deal withopposing counsel in a litigation matter. If yougrant an opposing attorney an extension to filea brie£ it should be done first to assist yourclient's case. i.e., Perhaps your client will needan extension or some other ['lvor from theopposing side some day. Indeed, you should becordial to opposing counsel not necessarily

because you arc a nice person (although that isa good reason, too) but rather because having a

good working relationship with opposingcounsel usually advances yout' client's position.By being professional and courteous, you willnor waste yours or your dient's time and moneywrangling about matters that do not advanceyour client's interests, e.g., writing nasty lettersand attending discovery dispute hearings.

Be a competent lawyer. Above all, servicingyour client well means being a competentlawyer. This is hardly' surprising, but do notoverlook it. You can be the most responsivelawyel~ the nicest lawyer, me most efficientlawyer and the most cautious lawyer, but if youare not competent, your client inevitably willlook elsewhere. Your decisions and proposedcourses of action should be based upon wellthought-out considerations, after necessaryresearch and study of the issues. And you needto be well-versed in the rules and the law thatapply to what you are doing. At the end of theday, you will find that the competent lawyer isthe one who always seems to stay busy. Makesure that is YOll••

Cleveland Bar Association

Treasurer's Report

As Treasurer of the Cleveland Bar Association, I am pleased to

report to the Membership that on Sep.t. 11,2003, Hausser & laylorLLp, CPAs, delivered to the Board of Trustees of the Associationand to the Cleveland Bar Foundation its ["dependent Auditors' Report

concerning the financial statements of the Association and Foundation for the fiscal yearended June 30, 2003. In summary, our auditors expressed an unqualified opinion that thefinancial statements are in conformity with generally accepted accounting principles.The auditwas completed in record time and no accounting adjustments were recommended, both to thecredit of Finance Director Alla Lcydiker.

For the fiscal year ended June 30, 2003, the Cleveland Bar Association achieved totall'eveoues of approximately $2.2 million, of which $952,000 constituted membership dues. Withexpenses totaling slightly higher than total revenues, the Association incuned a $67,290 deficitfrom operations.Though not unanticipated due, in part, to lower than anticipated profit from

. CLE, lower publication advertising revenue and higher staff and related costs as we geared upfor growth, the results were nevertheless disappointing. In order to meet the rising costs associated with providing services to its members, as reflected in the current year budget and toimplement the newly adopted Long Range Plan, the Board chose to increase the regular annual dues for the current fiscal year by $10. Also in keeping with the Long Range Plan to enhanceCleveland Bar Association services to its Sections' membership, the Board increased Sectionsdues in order to finance the new positions of Sections Director and Sections Assistant. In addinon, many volunteer leaders of the Cleveland Bar Association have spent countless hours on~ther strategies incorporated in the Long Range Plan which will have ademonstrable effect onthe financial strength of our Association for many years. Throughout the current fiscal year, asin the past, I can also assure you that the staff of the Cleveland Bar Association will continu~ously seek to find the most cost effective way to deliver the many valuable services that arcoffered to the Membership. .

Please feel free to contact me with any questions or concerns you may have regatding thefinancial matters of the Cleveland Bar Association.•

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le. T

hink

ofho

w:1

.w

ant t

obe

treat

edif

itw

asyourcas~,

ifyo

nw

ere

payi

ngth~r. ...,.

Whe

nI w

aspr

actic

ing

law

, Ion

ce;e

pped

my

fam

ilyin

liti

ga~

Unt

ilth

en, I

had

noid

eaw

hat i

t was

like

tobe

acl

ient

Your'~

wai

ts,al

l day

tohe

arfro

myo

u!Y

our c

lient

'sdo

gbi

te, t

heir

bu:.:~~

deal

, it c

onsu

mes

them

. Be

sens

itive

toth

em."

.b.

Rem

embe

rth

atw

heth

eryo

uag

ree

or

disa

gree

wit

hcl

i~;

like

them

or d

on't

care

for

them

-th

eypa

yth

ebi

lls.

. .La

wye

rsat

Sidl

eyan

dA

ustin

poin

t out

that

"Som

etim

escIi

e~<.:i

wro

ng, a

ndso

met

imes

they

need

tobe

told

that

But

sum

mer

'..~,~'

and

new

asso

ciat

esne

edto

rem

embe

r tha

t law

isa

serv

ice

bus:'

;C

lient

spa

yth

ebi

lls!"

One

law

yer

tells

ofho

w"W

hen

I was

a~:as

soda

te, I

was

talk

ing

tom

ysu

perv

isor

abou

t acl

ient

ofou

rs, :.."

.Sa

id, '

I can

'tbe

lieve

how

stu

pid

ttrl

sgu

yis.

How

does

hege

t.0:.

:.

into

prob

lem

slik

eth

is?'

My

supe

rvis

orsh

otba

ck,

'Wat

ch"i~

!.pr

oble

ms

pay

your

sala

ry. Y

oune

edan

attit

ude

adju

stm

ent"

.G

odI'm

here

tohe

lphi

m"

isw

hat y

ouha

veto

thin

k'"

c.K

eep

clie

nts

inth

elo

opon

the

prog

ress

ofth

eirca

~~i

deal

.,;~:

You

may

beve

ryco

nsci

ous

ofw

hat's

goin

gon

wit

hyo

ureli:

;'ca

se. Y

our

clie

ntis

n't-

unle

ssyo

uke

epth

empo

sted

. As

LC

lark

'sLi

saLe

sage

reco

mm

ends

:

Inc.

385

1.C

opy

clie

nts

onan

yco

rres

pond

ence

and

plea

ding

sth

atyo

use

ndou

t for

them

; and

2.If

the

case

drag

son

for m

onth

s,co

ntac

t the

mby

lette

ron

cea

mon

th, e

ven

ifyo

u've

only

got t

wo

orth

ree

lines

tote

llth

em:

"The

stat

usha

sn't

chan

ged,

I'm

wai

ting

for

X, I

'llke

epyo

upo

sted

."

d.A

void

am

ajor

soU

rce

of m

alpr

acti

ceda

ims:

Ret

urn

cHen

tca

llsp

rom

ptly

(and

pss

t-h

ow

tom

ake

your

supe

rvis

orlo

okgo

od).

Not

hear

ing

back

from

thei

rla

wye

rsm

akes

clie

nts

nuts

.N

om

atte

rho

wbu

syyo

uar

e,m

ake

apo

int o

f res

pond

ing

tocl

ient

sw

ithi

n24

hour

sat

the

outs

ide.

Even

bette

t;tr

yto

resp

ond

the

sam

eda

y.Li

saLe

sage

sugg

ests

retu

rnin

gcl

ient

calls

twic

ea

day,

once

befo

relu

nch

and

once

righ

tbe

fore

the

end

ofth

eda

y.As

Nov

aSo

uthe

aste

rn's

Jenn

ifer

Silv

erm

anad

ds, "

Even

ifyo

uha

ven'

t bee

nab

leto

dow

hat y

outh

ough

t you

coul

ddo

sinc

eth

ela

sttim

eyo

usp

oke

'With

your

clie

nt, r

etur

nth

eca

llan

dte

llth

eman

yway

. The

wor

stth

ing

for a

clie

ntis

just

bein

gle

ftou

t in

the

cold

."Th

isdo

esn'

fmea

nth

atyo

une

edto

bea

slave

toth

ete

leph

one.

As

Lisa

Lesa

gesa

ys,

"You

don'

tne

edto

answ

erth

eph

one

con·

stan

tly:

Put i

nbl

ocks

. of t

ime

whe

nyo

u'n

retu

rnca

lls, a

ndle

t you

rse

cret

ary

know

whe

nth

atis

so(s

)he

can

tell

clie

nts."

Ifyo

uw

ork

for

asu

perv

isor

who

has

prim

ary

resp

onsi

bilit

yfo

ra

clie

nt, y

oudo

n't w

ant i

tge

tting

back

toth

atsu

perv

isor

that

you

igno

red

acl

ient

As

ala

wye

r at W

alle

r Lan

sden

says

, "If

am

embe

rof

the

firm

has

acl

ient

who

says

that

{s)h

ele

fta

mes

sage

for

anas

soci

ate

seve

ral h

ours

ago

and

the

asso

ciat

eha

sn't

retu

rned

the

call,

the

mem

ber's

first

thou

ght i

sgo

ing

tobe

,'If

1ha

veth

etim

eto

retu

rnth

isca

ll,th

enth

eas

soda

tesu

resh

ould

.''''

Inci

dent

ally

, ify

our

supe

rvis

oris

out o

f tow

nor

othe

rwis

etie

dup

whe

na

clie

ntca

lls, M

arily

nT

ucke

rpo

ints

out

that

you

can

"Hel

pyo

ursu

perv

isor

out,

mak

ehi

m/h

erlo

okgo

od,.a

ndat

the

sam

etim

eap

peas

eth

ecl

ient

Even

thou

ghyo

uar

eth

ene

wki

don

387

wif

eat

are

stau

rant

.W

hat

he

do

esn

'tkn

owis

that

ap

artn

erw

ho

mh

ed

oes

n't

reco

gniz

eis

sitt

ing

ata

near

byta

ble

-lis

ten

in

gto

ever

yw

ord.

From

John

Rag

osta

:Jl

Ear

lyin

my

care

erI s

ho

wed

up

unex

pect

ed

lyfo

rdi

nner

on

eni

ght,

afte

rI'd

bee

nw

orki

ngal

lm

yw

akin

g.h

ours

on

on

ep

roje

ctfo

rq

uit

ea

wh

ile-a

nd

expl

aine

dto

my

wif

eth

atth

epr

inci

pals

ina

wel

l-pu

blic

ized

anti

tru

stsu

ith

adag

reed

tose

ttle

.T

he

next

even

ing

my

wif

eto

ldm

eth

ata

nei

gh

bo

rh

adb

een

very

inte

rest

edto

hea

rth

eca

sew

asse

ttl

ing.

Ili

ved

indr

ead"

unti

lth

ene

ws

was

publ

icly

ann

ou

nce

d,

that

ale

akm

igh

tb

etr

aced

back

tom

ydi

nner

tabl

e.M

yle

sson

was

lear

ned,

how

ever

:C

on

fid

ence

s-ev

ensm

all

on

es-

mu

stb

epr

otec

ted.

"

Ever

ybod

yOut

side

The

Offi

ce. .

.

:·.:~CAREER

LIM

ITIN

GM

OV

E..

.\{B

efor

eyo

um

eetw

ith

clie

nts

for

the

firs

t tim

e-p

rep

are

your

self

!.

Whe

neve

r you

star

t in

ane

wpr

actic

ear

ea, a

skyo

urco

lleag

ues

for

";~.,th

ech

arac

teris

tics

ofpr

oble

mcl

ient

sin

the

prac

tice

area

, and

wha

t you

,<.sh

ould

beo~

the

aler

t for

. Also

, loo

kfo

rtip

sfr

omla

wye

rsyo

um

eet a

t.~:.

bar

func

tions

CLE

san

dev

enin

chat

room

son

the

Web

(som

elo

cal

'...

".

:,'.ba

r ass

ocia

tions

have

thei

row

n). A

sH

utto

n&

Sim

pson

'sM

ary-

Lynn

eFi

sher

says

, "80

%of

your

prob

lem

sco

me

from

20%

ofyo

urcl

ient

s.Th

eso

oner

you

can

iden

tify

the

char

acte

ristic

sth

ose

clie

nts

shar

e,th

ebe

t·te

rof

f you

are.

"~:

For i

nsta

nce,

ifyo

u're

am

anan

dyo

udo

dom

estic

rela

tions

wor

k,~::"

antid

pate

that

your

fem

ale

clie

nts

may

fall

inlo

vew

ithyo

u.It'

sa

mat

ter

'.:of

wha

t Sig

mun

dFr

eud

desc

ribed

as"t

rans

fere

nce.

"Es

sent

ially

, whe

na

{:.m

arria

geis

brok

en, t

hesp

ouse

sty

pica

llyha

ven'

t had

acl

ose

conf

idan

t of

:\th

eop

posi

tese

xfo

r som

etim

e.W

hen

they

can

conf

ide

inyo

u,th

eyte

nd".

totra

nsfe

rth

eir

affe

ctio

nsto

you.

You

may

beth

inki

ng, '

Hey

-you

con

sider

that

ap

rob

lem

?' W

ell,

itca

nbe

. And

ifs

certa

inly

apr

ofes

sion

al

,',A

juni

oras

soci

ate

isin

disc

reet

lyan

dlo

udly

disc

ussi

nghi

~:~

firm

,fi

rmpo

liti

cs,

and

conf

iden

tial

clie

ntin

form

atio

nwi

t~::

: :.:~

~:;;

WH

AT

LAw

SCH

OO

LD

OES

N'T

TEA

CHY

OU

•••

Bur

You

REA

LLY

NEE

DTO

: ....,..

retu

rnth

eca

ll.H

eari

ngfro

myo

uis

bett

erth

anno

comm

UID.

<t"t

atal

l.T

hen

writ

ea

shor

t not

eto

the

seni

orat

torn

eyan

dto

~~~

reco

rdin

gth

eco

ntac

twit

hth

ecl

ient

"

e.D

on't

ever

forg

etyo

urdu

tyof

conf

iden

tial

ity

toth

ec'.

Kee

pse

cret

s!i.

Eve

ryth

ing

your

clie

ntte

llsyo

uor

your

firm

,ev

ery

e1en

r..:::

thei

rbu

sine

ssan

dth

eir

case

,is

ase

cret

Ifyo

u're

worki~.

som

ethi

ngin

tere

stin

g,it'

sa

huge

tem

ptat

ion

tota

lkab

out I

tI:~,.

your

frie

nds

and

fam

ily:

Do

wha

teve

r you

need

todo

tores~~~,

tem

ptat

ion!

AsSo

uth

Car

olin

a'sPh

yllis

Bur

khar

dsa

ys, "

Even

i!;:~:

'do

n1 t rev

eal n

ames

, you

'llbe

inbi

gtro

uble

ifso

meo

nepas

ses:·'

.:··~'

'amus

ing'

stor

yab

out a

clie

nt, a

ndth

ecl

ient

orso

meo

nehe

.:~::

reco

gniz

esw

hoth

est

ory

isab

out."

Sow

hen

you'

reou

t swa~~

war

stor

ies

wit

hfr

iend

sfr

omsc

hool

/you

'rego

ing

toha

ve:{

've

ry- c

aref

ulab

out w

hat y

ouof

fer.

And

atfa

mily

picn

ics,

when:~

.::~

mom

says

,"O

h,te

llU

ncle

Fran

kab

out a

llth

ein

tere

stin

g.':.;.

you'

redo

ing,

"yo

u're

goin

gto

have

tobe

circ

umsp

ect.

AsDe

.:·.B

alla

ntin

e'sJo

hnR

agos

taco

mm

ents

, "1

susp

ect m

any

aca

ree::

ksu

ffer

edfro

ma

partn

er's

over

hear

ing

aca

sual

busi

ness

conv

e'.;.~

unw

isel

yhe

ldin

acr

owde

del

evat

or."

Also

keep

inm

ind

that

ifyo

uta

lkab

out a

noth

erclienes.~:,:.

wit

hyo

urcl

ient

, the

y'll

assu

me

that

you

are,

intu

rn, b

labb

ing~

{'

case

toot

hers

.If

you

mus

tdi

scus

san

alog

ies,

use

fact

pati:

swee

ping

enou

ghth

atth

eyar

en't

trace

able

toa

parti

cula

r ellen

,;Y

oush

ould

besi

mila

rlyca

utio

usw

hen

you

prep

are

docu

n(.

As J

ohn

Rag

osta

sugg

ests

, "In

prep

arin

gan

ypr

ivile

ged

doc

..::.

alw

ays

note

PR

MLE

GE

DA

ND

CO

NFI

DE

NTI

AL

acro

ssth

eto

p.Th

isde"~.

stra

tes

prof

essi

onal

awar

enes

san

dis

inva

luab

lesh

ould

your

'dm

ents

ever

besu

bjec

t to

adi

scov

ery

requ

est"

~CAREER

LIM

ITIN

GM

OV

E.....

386

~SMART

HU

MA

NT

RIC

K.....

389

a.In

the

initi

alin

terv

iew

;rel

yo

n"i

ntak

esh

eets

."

Lisa

Lesa

gere

com

men

dsth

atyo

u"H

ave

inta

kefo

rms

whe

reyo

uca

nre

cord

allp

ertin

enti

nfor

mat

ion

onth

ecl

ient

'sfir

stvi

sit.D

on't

anno

yth

emw

ith

calls

tofo

llow

up.

Inta

kesh

eets

are

basi

cally

chec

k-of

fshe

ets.

You

find

them

inCL

Ebo

oks

and

how

-tobo

oks,

oryo

uca

nca

llan

expe

rienc

edat

torn

eyin

the.

loca

lba

rfo

rad

vice

abou

tin

take

shee

ts.

Ano

ther

plac

eto

star

tfor

certa

inki

nds

ofis

sues

isth

ela

wits

elf.

Fori

nsta

nce,

ifyo

u're

doin

ga

fair

hous

ing

law

case

,thi

nkab

outw

hatf

acts

you

need

,ora

ska

law

libra

rian,

oras

kpe

ople

atth

eyo

ung

law

yers

'sec

tion

orap

prop

riate

spec

ialty

AsJo

seph

Cam

mar

ata,

one-

tim

eat

torn

eyfo

rPa

ula

Cor

bin

Jone

s,

says

:"I

fa

die

nt

com

esto

yo

uan

dsa

ys,

'It's

no

tab

ou

tm

oney

,

it's

abo

ut

prin

cipl

e,re

mem

ber

this

:Pr

inci

ple

gets

expe

nsiv

e.'"

b.

Bill

oft

en

-an

din

deta

il.

Jenn

ifer

Silv

erm

anad

vise

syo

uto

"bill

clie

nts

atle

asto

nce

am

onth

.Get

abi

lling

prog

ram

that

gene

rate

sbi

llsfre

quen

tly,s

oth

at,c

lient

sar

en't

blin

dsid

ect.

It's

apa

into

send

outf

requ

entb

ills,

but

don'

tlet

itfa

llbe

hind

.T

hat's

whe

rem

ostl

awye

rsat

smal

lfirm

sm

ake

mis

take

s."Bi

llB

arre

ttad

dsth

atyo

ush

ould

"Mak

eth

ebi

llsde

taile

d.Bi

llby

tent

hsof

hour

s.A

ndin

clud

eph

one

calls

.Le

tcl

ient

skn

owev

eryt

hing

that

'sbe

ing

bille

d."

(For

lots

ofde

tails

onbi

llabl

es,s

eeth

ech

apte

rcal

led

"Eco

n10

1,"

onpa

ge14

8.)

Ifcl

ient

sar

ere

luct

antt

opa

y,G

olde

nG

ate's

Susa

nne

Aro

now

itzad

vise

sth

at"Y

ouca

non

lyse

ndre

min

ders

,oro

ffera

paym

entp

lan.

Hav

eth

ese

nior

pers

onw

hone

gotia

ted

the

pric

eca

llan

das

kth

ecl

ient

forp

aym

entR

emem

ber,

you

can'

twith

hold

furth

erse

rvic

esju

stbe

caus

ea

clie

ntdo

esn'

tpa

y.It'

sun

ethi

cal.

And

som

etim

esth

ere's

aleg

itim

ate

reas

on,l

ike

the

clie

ntlo

stth

eirj

ob."

~SMART

HU

MA

NT

RIC

K.....

~C

omm

unic

atin

gwi~

clie

nts

"?:'n

dling

Ever

ybod

yO

utsid

eTh

eO

ffice

...

WH

AtLA

wSC

HO

OL

DO

ESN

'TTE

AC

HYO

U••

•BU

TYo

uR

EALL

YNE

EDTO

'

Juni

oras

soci

ate,

bank

rupt

cyfi

rm:

IIIsa

tin

wit

ha

par

tner

«in

itia

lm

eeti

ngw

ith

acl

ient

.T

hep

artn

eras

ked

the

clie

nt;,:

$100

,000

pay

men

tup

fron

t.T

hecl

ient

resp

onde

d,'W

ow,.

"';'

alo

to

fm

oney

.C

any

ou

cut

the

reta

iner

?C

an't

we

pay

.{'

go

?'T

hep

artn

erlo

oked

the

clie

ntin

the

eye

,and

resp

orf

'You

wo

uld

n't

wan

ta

bank

rupt

cyat

torn

eyre

pres

enti

ng,':

wh

ow

asst

upid

eno

ug

hto

exte

nd

you

cred

it,w

ould

you?

\.,

clie

ntpa

idth

efu

llre

tain

erw

itho

utan

oth

erw

ord

of

prot

est<

:

haza

rd.

The

poin

tis,

lear

nat

the

begi

nnin

gw

hatt

oex

pect

from

:·..·~·

clie

nts,

and

proc

eed

acco

rdin

gly:

.,'

3.

The

busi

ness

aspe

cts

of.~ealing

wit

hcl

ient

s:re

tain

ers

and

b"<

.~

a.P

repa

ring

your

clie

nts

forw

hatt

heir

case

will

cost

.?

Wak

eFo

rest

'sBi

llB

arre

ttpo

ints

outt

hat"

Clie

nts

have

no,;~~

::ho

wm

uch

thin

gsco

st."

You

have

top

rep

are

them

fori

t.Th

e~

obvi

ous

way

todo

that

isw

ith

aw

ell-t

houg

ht-o

utre

tain

et<~'

Asa

new

law

yer,

unle

ssyo

u're

aso

lepr

actit

ione

r,yoU'll'~<,

othe

rpeo

ple

tole

anon

whe

nit

com

esto

calc

ulat

ing

anapprop.·.·:~,

reta

iner

inan

ygi

ven

case

.In

esse

nce,

are

tain

erre

flect

sho

w,,

.':::;:tim

ea

mat

ter

islik

ely

tota

ke.I

fyou

are

onth

efr

ontl

ines

wh~:

com

esto

aski

ngfo

ra

reta

iner

,Jen

nife

rSi

lver

man

poin

tso

ut..·:

:'

"You

need

tobe

firm

abou

tget

ting,

the

reta

iner

."A

sa

new

la:.:.

:yo

um

ayfe

elfu

nn

yab

out

aski

ngcl

ient

sfo

rm

oney

whe

n'(

have

n'td

one

any

wor

kfo

rth

emy

etB

utyo

uh

ave

to.I

fa~;

balk

sat

payi

nga

reta

iner

,may

beth

eyw

on't

pay

atal

l.Would:~:.~

bew

illin

gto

doth

ew

ork

ona

pro

bono

basi

s-or

perh

aps,

......

importantl~

wou

ldyo

W'b

oss

wan

tyou

todo

that

?Ir

onic

ally

,in

sist

ing

ona

reta

iner

lets

your

clie

ntknow,:~,.;;

you'

resa

vvy

enou

ghto

help

them

solv

eth

eir

prob

lem

s.After,.~::

you

can'

tbe

firm

wit

hyo

urcl

ient

ona

reta

iner

,how

will

you

s.~.:

upto

peop

leon

the

othe

rsid

e?"

38

8

thei

rbu

sine

ss.

You

can'

tgi

vea

corp

orat

ecl

ient

the

serv

ice

it

dese

rves

unle

ssyo

u'u

nder

stan

dth

eco

ntex

toft

hequ

estio

nsth

ey_a

skyo

uan

dth

eirb

usin

ess

goal

s.Fi

nally

,giv

ecl

ient

sth

ele

velo

fser

vice

they

wan

tAs

Step

hani

eR

edfe

arn

says

,"Ifclien~

wan

tthe

irha

ndhe

ldth

roug

hth

epr

oces

s,th

endo

it!"

e.Fo

cus

on

your

clie

nfs

goal

.Lis

ten

toth

em!

"Att

hein

itial

inte

rvie

w,

find

outw

hat's

real

lybo

ther

ing

the

clie

nt,"

advi

ses

Mar

y-Ly

nne

Fish

er.F

orin

stan

ce,B

illB

arre

ttsa

ysth

at"W

hen

you

geta

bsur

ddi

sput

es-a

bout

absu

rdth

ings

,yo

u've

gott

ocu

tthr

ough

wha

t'ssa

idto

wha

tthe

ym

ean.

Whe

npe

ople

spen

dth

ousa

nds

fight

ing

over

ado

g,is

itre

ally

abou

tthe

dog?

No.

It's

abou

thur

ting

each

othe

r."Th

eke

yto

figur

ing

outy

our

clie

nt's

goal

?A

skin

ggo

odqu

es

tions

,and

list

enin

g,re

ally

liste

ning

,to

the

answ

ers.

Ifyo

uge

tase

nse

that

wha

t'son

your

clie

nt's

min

dis

n'tw

hatt

hey

say

itis

,as

kqu

estio

nsto

hone

inon

wha

t'sre

ally

goin

gon

.Ela

ine

Bou

rne

says

that

"Whe

nyo

uas

ka

ques

tion,

wa

itfo

ran

answ

er.

Don

'tm

ake

assu

mpt

ions

.As

ala

wye

r,yo

udo

n'tn

eed

tobe

th~

one

talk

ing.

lis

ten

tow

hat's

said

and

wha

t'sno

tsa

id.

Don

'tju

mp

inan

dfil

lsi

lenc

es.S

ilenc

esar

eus

eful

"In

the

"The

'Peo

ple

Part

OfW

ork"

chap

ter,

Ital

kab

outt

hebe

nefit

ofbe

ing

ady

nam

iclis

tene

rin

get

ting

the

full

story

:Dev

elop

that

skill

.(yo

u'll

find

that

onpa

geXX

).W

hen

you

do

gett

hefu

llsto

ry,r

ecog

nize

that

som

etim

esit'

sa

prob

lem

neith

eryo

uno

rth

ele

gals

yste

mca

nso

lve.

AsBi

llB

arre

ttsa

ys,"

You

need

topu

llth

erip

cord

whe

nyo

urcl

ient

'spr

oble

ms

are

leKal.

Bese

nsiti

veto

whe

nyo

ush

ould

mak

ere

ferr

als

toot

her

peo

ple,

like

ther

apis

tsan

dso

cial

wor

kers

.Bui

ldup

ane

twor

kof

peop

lein

soci

alse

rvic

es."

One

law

yert

alke

dab

outg

ettin

ga

divo

rce

case

asa

new

law

yer.

"The

wife

,our

clie

nt,w

ould

call

and

say;

'Can

you

belie

vehe

did

this

?'Iw

ould

resp

ond,

'We

can

doth

isan

dth

isan

dth

is..

.'1

was

n'tl

iste

ning

!W

hats

hew

asre

ally

com

mun

icat

ing

was

that

she

was

hurt

and

she

wan

ted

toge

tbac

kat

him

.She

-wan

ted

reve

nge.

390

WH

AT

lAw

ScH

OO

LD

OES

N'T

TEA

CHYo

U•.

•Bt

ITYo

uR

EA

llYN

EED

TO:~

:::.

sect

ion

ofth

elo

calb

ar.I

fyou

ask

your

clie

ntth

erig

htq

ues

trig

htfro

mth

est

art,

you'

lllo

oklik

eyo

ulm

oww

haty

ou're

do'·:'

.:":..:

b.B

eo

ntim

e!

No

clie

ntw

ants

tofe

elas

thou

ghth

ey're

noty

our

first

pr(a~

Whe

nyo

uar

rang

ea

mee

ting

wit

hcl

ient

s,be

ontim

e.If

th~:

com

ing

toyo

urof

fice

tose

eyo

u,co

me

outt

oth

ere

cept

ion

·ar..

gree

tthe

m.I

fyou

just

can'

tavo

idbe

ing

late

mee

tingthem,.~t

tain

that

som

ebod

yel

sein

your

offic

e(li

keyo

urse

cret

ary)

';'::.

them

prom

ptly

and

mak

essu

reth

ey're

com

forta

ble.

Ifyo

u'h~

:,~,

resc

hedu

leth

em

eetin

g,ha

veyo

urse

cret

ary

cont

actt

hem

,.e~

the

dela

y,ap

olog

ize

for

the

inco

nven

ienc

eto

them

,and

resc

hE(

the

mee

ting.

Rem

embe

r-..:.

..tre

atcl

ient

sas

you'

dw

antt

obe

tre~t

.:~~

c.G

ive

the

clie

ntyo

urfu

llat

tent

ion.

;'

Lisa

Lesa

gere

com

men

dsth

atyo

u"D

evel

opa

sens

eof

rap:"::

and

resp

ectf

rom

the

star

t.G

ive

clie

nts

your

full

atte

ntio

n.DoIi;~;

phon

eca

llsor

visi

tsin

terr

upt.

".,.

d.R

emem

ber

that

peop

ledo

n't

have

lega

lpr

oble

ms.

have

prob

lem

sw

ith

lega

lasp

ects

..~:

The

19th

-cen

tury

phys

icia

D:S

irW

illia

mO

stle

rsa

id,"

The.,~

phys

icia

ntr

eats

the

dise

ase,

but

the

grea

tph

ysic

ian

trea

.~.

patie

nt"

Sim

ilarly

,ago

odla

wye

rund

erst

ands

the

prob

lem

,but;

grea

tla

wye

run

ders

tand

sth

ecl

ient

You

can'

tbe

anexc

e':::

law

yerw

ithou

ttak

ing

aho

listic

appr

oach

tocl

ient

serv

ice.

It'~~,

spot

ting

issue

san

dap

plyi

ngth

ela

w.I

t'spa

rtps

ycho

logy

,as

we

:.::~'

Ror

ida

Stat

e'sSt

epha

nie

Red

fear

nsa

ys,"

Bei

nga

coun

selo

rm

.co

un

selin

g."

.'So

wha

tsho

uld

you

do?

The

clie

ntof

one

larg

efir

msa

id,.,

,::'.fr

iend

first;

esta

blis

htr

ust."

Ano

ther

said

,"W

hen

Ita

lk-t

oj'la

wye

rsI

wan

tto

sens

efr

omth

em,

'1un

ders

tand

you

andl~

...y

ou.'"

Ken

tuck

yPu

blic

Def

eqde

rSar

ahM

adde

nsa

ys"Y

ou've

g~

mak

ecl

ient

sfe

elbe

tterw

hen

they

wal

kou

ttha

nw

hen

they

c:;in

.It'

sno

tall

abou

twin

ning

.It'

sab

outs

how

ing

that

you

.T

hatc

ount

sfo

rco

rpor

ate

clie

nts,

asw

ell.

Lear

nso

met

hing

::.lin

gEve

rybo

dyOutsid~

The

Offi

ce..

.39

1

392

WH

AI

LAw

ScH

OO

LD

OES

N'T

TEA

CHY

OU

•••

BUT

You

REA

LLY

NEE

DTO~:

Itw

ould

have

been

bette

rto

addr

ess

the

hurt

than

listh

e':,

optio

ns."

Focu

son

wha

tyo

uca

ndo

for

your

clie

nt,

wha

tthe~f::

optio

nsar

e,an

dre

cogn

i.t;e

that

asa

law

yer,

that

'sal

lyou

c",:

:,!:

your

clie

ntco

mes

toyo

uw

ith

acl

aim

forw

hich

the

Stat

ute'

~;

tatio

nsha

sru

nou

t,ga

me,

set,

mat

ch.Y

ouca

n'td

om

yth

.·"':;:

Whe

na

clie

ntd

oe

sha

vea

prob

lem

you

can

solv

e,fo~s

'r ",

clie

nt's

go

al

Aso

ne

clie

ntco

mpl

aine

dto

thei

rla

wfir

m,

~.:~

times

we

ask

wha

ttim

eit

isan

dyo

ute

llus

how

tobu

ilda'

ctSt

orie

sar

ele

gion

abou

tdea

lsth

atgo

taw

aybe

caus

eth

elaw

Y~~~;:

lost

inth

ede

tails

.One

corp

orat

epr

esid

entt

alke

dab

outa

tim~r~~

"We

wan

ted

tob

uy

this

little

com

pany

;we

love

dth

epr

OO

uc:', .:.

mad

e,w

eli

ked

the

peop

le.I

turn

edit

over

toth

ele

gald

ep,

toir

onou

tth

ede

tail

san

dd

raw

up~

agre

emen

t.T

hela:

':

star

ted

fOC

Usin

gon

allk

inds

ofre

mot

e~ontingendes

and

con,

:~'::

des

onco

ntin

genc

ies.

The

peop

leat

the

little

com

pany

were'.~~'

angr

yan

dpu

tof

f.W

hile

our

lega

lde

partm

ent

futz

eda(

;an

othe

rcom

pany

swoo

ped

inan

ddi

dth

ede

al.I

was

jarious~~'

~CAREER

LIM

IT

IN

GM

OV

E....

Juni

oras

soci

ate:

liMy

firs

tw

eek

wit

hth

efi

rm,

Iw

orke

d;:"

mat

ter

for

ah

ug

ecl

ient

.Thi

scl

ient

wan

ted

tole

ase

apr6

p:,'an

dIw

asas

sign

edto

revi

ewth

ele

ase.

tmet

wit

hth

ecl

ien'

~:th

ecl

ient

aske

d,'D

idyo

ure

view

the

leas

e?'I

said

,'Y

es,th~(,

45

pro

ble

ms

wit

h,it

.'T

he

clie

ntsa

id,

'Th

eq

ues

tio

nis

;:i~

tpr

oper

tyJw

ant?

Isit

the

ren

tIw

antt

opa

y?Is

ita

99-year,I~~~

Can

Ico

mb

ine

itw

ith

oth

erpr

oper

ties

?If

so,

then

Jdo

n'#~

abo

utt

ho

se4

5pr

oble

ms.

Don

'tsc

rew

upth

isd

ean

'"

f.K

eep

yo

ur

clie

nts'

expe

ctat

ions

reas

onab

le.L

awis

the,

~:,:

the

real

.

Peop

lehe

arth

ings

muc

hth

ew

ayth

edo

gSa

ndy

does

'·;:~."z

fam

ous

"Far

Side

"ca

rtoo

n.R

emem

ber,

it's

the

one

wb :..:.~~'.

,

393

Sand

y's

mas

ter

issa

ying

som

ethi

nglik

e,"B

addo

g,Sa

ndy!

You

shou

ldn'

tdrin

kou

toft

heto

ilet,

Sand

y!If

Ihav

eto

tell

you

one

.mor

etim

e..

."

and

the

who

letim

ew

hat

Sand

yis

hear

ing

is"B

lah

blah

blah

Sand

y,B

lah

blah

blah

Sand

y.•

."

Sim

ilarly

;ify

oute

ll~

clie

nt"W

eco

uId

reco

vera

sm

uch

asha

lfa

mill

ion

dolla

rs,"

"The

cour

tsho

uld

rule

wit

hin

thre

ew

eeks

,""Y

oum

ight

beab

leto

doth

ede

alfo

ras

little

asa

hund

red

thou

sand

,"yo

urcl

ient

hear

s:I'

llw

inha

lfa

mill

ion

dolla

rs.

I'llh

ear

inth

ree

wee

ks.I

'llge

tthe

deal

for

ahu

ndre

dth

ou."

Peop

legl

oss

over

tem

pe

ring

lang

uage

like

"mig

ht,~

"sho

uld,

"an

d"c

ould

."R

emem

berth

atw

hen

you

give

clie

nts

expe

ctat

ions

.Be

cons

erva

tiv

ein

your

wor

ding

,and

Wri

teth

ing

sdo

wn,

eith

erin

ane·

mai

Ior

ina

follo

w-u

ple

ttetA

ndbu

ildin

cush

ions

whe

nyo

ugi

vetim

ees

tim

ates

.As

Hof

stra

'sC

arol

ine

Levy

says

,"A

lway

sbu

ildin

extr

atim

e.Fo

rdec

isio

nson

mot

ions

,may

beit

ordi

naril

yta

kes

four

wee

ks.T

ellth

ecl

ient

you

expe

ctan

answ

erin

six

wee

ks-s

oth

ecl

ient

isha

ppy

rath

erth

anm

adw

hen

the

answ

eris

two

wee

ksla

te!"

Ala

wye

rata

smal

lfirm

.sai

dth

at"W

ew

ere,

repr

esen

ting

acl

ient

who

'dbe

enin

aca

rac

cide

ntTh

isgu

yha

dit

inhi

sm

ind

that

hew

asn'

tgoi

ngto

acce

ptan

ythi

ngl~ss

than

half

am

illio

nbu

cks

asa

settl

emen

t,an

dw

eha

dn't

real

lyad

dres

sed

that

wit

hhi

m.W

ego

tw

hatw

epe

rcei

ved

asa

good

offer-80~

ofth

epo

licy

limit,

whi

chw

asa

h:.u

ndre

dth

ousa

nddo

llars

.We

told

the

clie

ntab

outt

heof

fer,

and

hew

ould

n'th

ear

anyt

hing

ofit

.We

didn

'tkn

oww

hatt

odo

.W

esh

ould

have

told

him

.wha

the

couI

dre

alis

tical

lyex

pect

He

was

neve

rgoi

ngto

geta

nex

trafo

urhu

ndre

dth

ousa

nddo

llars

over

the

polic

yli

mit

Nev

er."

You

need

tore

inin

your

clie

nts

fort

heir

own

'good

.Ify

ourc

lient

dem

ands

som

uch

that

thei

rop

pone

ntde

clar

esba

nkru

ptcy

,tha

t'sno

tapo

sitiv

efo

ryou

rcl

ient

-ory

ou.I

fyou

rout

inel

yov

erre

ach,

push

ing

just

beca

use

you

CaI

l,yo

u'll

deve

lop

are

puta

tion

that

will

hurt

your

clie

nts.

g.L

ist

pro

ble

ms

for

yo

ur

clie

nt

and

imm

edia

tely

foll

owu

pw

ith

poss

ible

solu

tion

s.In

form

them

ofco

nseq

uenc

es!

394

0.,~

WHA

TLA

wSC

HOOL

DO

ESN

'TTE

ACH

YoU

•••

BUT

You

REA

llYNE

EDT0'~;

::-;:'.

As

law

yers

atC

ouls

ton

Stor

rsad

vise

,"If

you

are

awar

eof:

'-~:~

quen

ces

toyo

urcl

ient

s'ac

tions

,it's

your

duty

'to

info

rmth

e'?

ofth

ose

cons

eque

nces

and

lett

hecl

ient

deci

deon

the

cow:

:ac

tion.

Fori

nsta

nce,

ifth

ecl

ient

isth

inki

ngab

outr

ejec

ting-

a-:::;.

men

toffe

r,yo

uha

veto

tell

him

/her

that

(s)h

e's

likel

yto

i::~

subs

tant

iala

mou

ntof

lega

lfee

spr

epar

ing

for

tria

lin

the

ne!,~

:

mon

ths,

and

let

him

/her

deci

dew

heth

erto

proc

eed.

Do~

afra

idto

coun

selt

hecl

ient

,rat

her

than

just

take

orde

rs!"

":"

h.A

nsw

erin

gqu

estio

nsfr

omcl

ien

ts-a

nd

how

tosa

y"I

don'

tkno

w"!

Hav

eyo

uev

erno

ticed

that

you

just

kind

ofas

sum

eth

atany

::,to

rca

nan

swer

any

med

ical

ques

tion,

nom

atte

rwha

tspeCia1~

prac

tice?

You

mee

tapo

diat

rista

tapar~

and

it's

"Doc

,IhaY:~,:

tickl

ein

my

thro

at..

."

i""

':

Clie

nts

feel

the

sam

ew

ayab

outy

ou.

Onc

eyo

u've

gra4

Vfro

mla

wsc

hool

(ore

ven

whi

leyo

u're

still

insc

hool

),peopl¢:~~,:

you

know

ever

ysin

w.e

min

ute

ruleof

la~

offt

heto

pof

your

J:¥1.

The

y'll

puty

ouon

the

spot

."I

just

need

aqu

ick

answ

er..

."\t

;th

eto

pof

your

head

,do

you

thin

kit'

sO

Kto

...

""L

iste

n,I4~':

wan

tyou

tosp

end

any

time

onth

is.Ij

ustn

eed

tokn

ow..

.":t

Wat

chou

t!U

ntil

you'

vego

t'som

eex

perie

nce

unde

ryo~{

you'

retre

adin

gon

tlety

thin

ice.

Her

e'sw

hy.M

aybe

your~

know

the

answ

erto

thei

rqu

estio

n,an

dyo

u'll

look

like

ag~

'

But

whe

nyo

u're

new

toth

epr

actic

e,yo

uca

n'tb

esu

reth

aty~:.

:,

righ

tM

aybe

you

stud

ied

the

exac

tiss

ueth

ecl

ient

'sas

king

<':'ju

stla

stse

mes

ter.

Wel

l,m

aybe

the

law

'sch

ange

dsi

nce

th:l.:

:

may

beth

eru

lein

this

parti

cula

rjur

isdi

ctio

ndo

esn'

tmat

ch~~:~

eral

rule

you

lear

ned

insc

hool

.Unt

ilyo

u've

hand

led

ace

rtain

;;:..

tice

area

for

aw

hile

soth

atth

eis

sues

repe

atth

emse

lves

an.::

doha

veth

ere

leva

ntru

1es

inyo

urhe

ad,

don'

tgjv

esn

apan

::,to

lega

lque

stio

nsfro

mcl

ient

s!Th

edo

wns

ide

risk

ofgi

ving

the

wro

ngan

swer

toa

cli~

,'

huge

.As

Car

dozo

'sJu

dyM

ende

rpo

ints

out,

"Ify

oupr

ovid

'.'w

rong

info

rmat

ion,

inte

ntio

nally

orno

t,yo

uco

uld

setu

pa

.'...

395

situ

atio

n.If

the

clie

ntre

lies

onyo

uran

swer

,you

may

have

com

mit

ted

mal

prac

tice.

Ori

fyou

answ

eran

dth

endo

your

rese

arch

and

.ret

urn

wit

ha

diff

eren

topi

nion

,the

nyo

u've

calle

din

toqu

estio

nyo

urin

itial

judg

men

tand

lega

lins

tinct

s,an

dyo

u've

setu

pex

pect

atio

nsw

hich

may

notb

~re

alis

tic.E

ither

way

,you

can

only

irrita

tea

clie

ntan

dw

eake

nyo

urre

latio

nshi

p."

Soyo

uca

n't

give

anan

swer

"rig

htno

w."

You

also

can'

tsa

y,"H

ere'

sw

hatI

thin

kth

ean

swer

is,b

utI'm

nots

ure.

"Th

ecl

ient

will

imm

edia

tely

forg

etth

e"I

'mno

tsur

e"an

das

sum

eth

eyha

veth

eir

answ

er.

You

also

wan

tto

avoi

dus

ing

the

wor

ds"1

don'

tkno

w."

Don

'thi

tth

emov

erth

ehe

adw

ithyo

urla

ckof

know

ledg

e!In

stea

d,be

subt

leab

outi

tAss

ure

the

clie

ntm

atter

--of-f

actly

that

you'

llge

tbac

kto

them

quic

kly

wit

han

answ

er.T

ellt

hem

whe

nyo

u'll

call

them

back

-and

then

doit!

Ask

som

eone

else

atth

eof

fice

who

isfa

mili

arw

ithw

hat

the

clie

ntas

ked

abou

t-th

eyW

illb

eab

leto

give

you

anan

swer

off

the

top

ofth

eirh

ead!

-and

ifyo

uca

n'tg

etth

ean

swer

quic

kly

that

way

,res

earc

hit

As

Car

lton

Fiel

ds'H

ardy

Rob

erts

poin

tsou

t,"E

very

law

yer

gets

ques

tions

ever

yda

yth

atth

eyca

n'ta

nsw

er.L

ook

atth

eta

lkin

ghe

ads

you

see

onT'1

.The

yta

lkw

ithou

tans

wer

ing

the

ques

·tio

nif

they

don'

tkno

wth

ean

swer

.The

y'll

say

'Itde

pend

s'an

dth

enta

lkab

outw

hatt

hey

dokn

ow:W

ith.c

lient

s,sa

y;'I

can

find

itou

tfor

you.

'"St

epha

nie

Red

fear

nad

ds"Y

ou'c

ansa

y,'T

here

are

issu

esin

volv

edw

ithit

We'l

lres

earc

hit

and

getb

ack

toyo

uqu

ickl

y:'"

Ifa

clie

ntle

aves

aqu

estio

nfo

ryou

onvo

ice

mai

l,N

YU

'sG

ail

Cut

tera

dvise

sth

atif

you

don'

tkno

wth

ean

swer

,"D

on't

dodg

eth

eca

ll.C

allt

hem

back

and

tell

them

you'

rew

orki

ngon

thei

rqu

es

tion,

orth

atyo

u're

rese

arch

ing

itor

conf

errin

gw

ith

part

ners

oras

soci

ates

,whi

chev

eris

appr

opria

te."

Soon

erth

anyo

uth

ink,

you'

llde

velo

pex

perti

sesu

chth

atyo

ure

ally

will

beab

leto

answ

erso

me

ques

tions

with

outv

erify

ing

your

answ

erfi

rst

And

even

whe

nyo

uar

ea

seni

orat

torn

ey,l

awye

rsat

Gou

lsto

nSt

orrs

poin

tout

that

"Eve

nth

em

oste

xper

ienc

edpr

acti·

tione

rsha

veto

look

upso

me

thin

gsto

answ

ercl

ient

s'qu

estio

ns.

It's

notj

usty

ou!"

396

WH

AT

LAw

SCHO

OL

DOES

N'T

TEAC

HYO

U••

•B

UT

You

REAL

LYNE

EDTe;

';"

Inth

em

eant

ime,

asJo

hnM

arsh

all's

Bill

Cha

rnPe

rlain

sa;,i~

~:

tem

ptin

gto

feel

asth

ough

you

have

togi

vebr

illia

ntadvic~t

time

acl

ient

asks

you

aqu

estio

n.It'

sha

rdon

you

asanew,.f~:

tose

tlim

its

and

keep

a,s~nse

ofyo

urse

lf-b

utyo

uca

ndo

it!~

i.A

skyo

ursu

perv

isor

abou

twha

t'sO

Kto

reve

alto

the

etl'D

on't

assu

me

that

beca

use

you'

rew

orki

ngon

the

cIie

Iit;s,

..it'

s"o

pen

seas

on"

wit

han

ythi

ngha

ving

todo

wit

hth

ec'8

:~~Su

sann

eA

rono

witz

says

,"G

ettin

gin

terr

ogat

orie

sdo

esn'

tm~

can

shar

est

rate

gyw

ith

the

clie

ntC

larif

yw

ithsu

perio

rswh~:}j.:

boun

dsto

disc

uss

befo

reyo

usa

yan

ythi

ng."

:

j.If

your

supe

rvis

oris

the

clie

nt's

mai

nco

ntac

t,te

ll'l

~'

supe

rvis

orw

hen

the

clie

ntsa

ysan

ythi

ngre

leva

ntto

Y6~

Susa

nne

Aro

now

itzsa

ysth

at"I

fa,

clie

ntte

llsyo

usomi~

mat

eria

l,im

med

iate

lyte

llasu

peri

O~.

The

clie

ntas

sum

es:~~'r

know

,the

firm

know

s.T

hey

may

notb

othe

rto

repe

atwh

et::"

told

you

toso

meb

ody

else

."

k.

Don

'tas

kyo

ursu

perv

isor

ques

tion

sin

fron

toft

hed

ien

,'.:

.~'

Whe

nyo

u're

new

,the

re's

alo

tyou

'recu

rious

abou

t.If

yo'~

som

ethi

nggo

onw

hen

acl

ient

isar

ound

and

you

wan

tto

,,~:;:

stan

dit

bette

r,w

aitu

ntil

the

clie

nt's

gone

befo

reyo

uas

k.w.~~:

dow

nif

you

have

to.

Why

?B

ecau

seev

enth

ough

you

ffth

ough

you

don'

tkn

owm

uch,

the

clie

ntvi

ews

you

asa:,:

::~

fledg

edat

torn

ey:

The

yw

on't

have

muc

hfa

ithin

you

ifthei~

you

aski

ngyo

ursu

perv

isor

ques

tions

.

~CAREER

LIM

IT

IN

GM

OV

E.

Sum

mer

cler

kat

am

ediu

m-s

ized

firm

.H

eat

tend

sa

trial

wit'~{

.su

perv

isin

gp

artn

eran

dth

ecl

ient

.D

urin

ga

brea

kin

th~:::

iw

hile

the

cler

k,d

ien

tan

dpa

rtne

rar

esi

ttin

gto

geth

er,

the,,(

~'

asks

,"W

hy

did

thei

rla

wye

rca

llth

atd

oct

or

back

toth

esta

':';T

hepa

rtne

rqu

ickl

ych

ange

sth

esu

bjec

t.S

ubse

quen

tly,

<?::'

the

clie

nt's

hear

ing,

the

atto

rney

said

toth

ecl

erk,

"Don~::::,

397

ques

tion

sin

fron

tof

clie

nts!

The

clie

nthe

ars

aqu

esti

onan

d

assu

mes

,'T

his

pers

ondo

esn'

tkn

owan

ythi

ng.'"

'1.B

efr

iend

lyb

utg

uard

edw

ith

clie

nts.

Law

yers

atH

illis

Cla

rkpo

into

utth

at"C

lient

sw

antt

ofe

elth

atth

eir l

awye

ris

are

alpe

rson

.Don

'tbe

shy

abou

tsha

ring

appr

opri·

ate

info

rmat

ion

abou

tyou

rsel

f.In

evita

bly,

the

resp

onse

ispo

sitiv

e,an

dit

ises

sent

ialf

orgo

odan

dla

stin

gre

latio

nshi

psw

ith

,clie

nts.

"Y

ourh

obbi

es,b

ooks

you'

vere

ad,m

ovie

syo

u've

seen

,cut

est

orie

sab

outy

ourk

ids-

that

'sal

lsaf

e.By

the

sam

eto

ken,

asH

arva

rd's

Mar

kW

eber

war

ns,

"Law

yers

have

aco

mm

onph

rase

:you

rcl

ient

can

beco

me

your

wor

sten

emy.

They

can

tum

onyo

u.If

som

ethi

ngdo

esn'

tgo

asth

eyan

ticip

ated

,th

ey'll

turn

.N

om

atte

rwha

t,be

ago

odco

mm

unic

ator

,but

don'

tle

tyou

rgua

rddo

wn.

You

can

beco

me

frie

ndly

buty

ou're

still

thei

rat

torn

ey.W

hen

you'

reco

rres

pond

ing

orco

mm

unic

atin

g,th

atle

t·te

rto

the

clie

ntor

toop

posi

ngco

unse

lca

nbe

com

eE

xhib

itA

agai

nsty

ou~"

Whe

nit

com

esto

kidd

ing

arou

ndw

ith

acl

ient

,be

care

ful.

Even

ifyo

ursu

perv

isorh

asa

joky

,frie

ndly

rela

tions

hip

with

acl

ient

,tha

tdo

esn'

tnec

essa

rily

mea

nyo

uca

nfo

llow

suit.

The

josh

ing

they

'llta

kefr

omyo

urbo

ssdo

esn'

tope

nth

edo

or.to

your

teas

ing.

Erro

nth

esi

deof

caut

ion.

As

law

yers

atC

owle

s&

Thom

pson

say,

"It's

abi

gm

ista

keno

tto

know

whe

reto

draw

the

line

in'k

iddi

ng'w

ithfr

iend

lycl

ient

s."

Just

asyo

urco

lleag

ues

are

colle

ague

sfir

stan

dfr

iend

sse

cond

,the

sam

eis

true

for

clie

nts

-atl

east

whe

nyo

u're

the

new

kid

onth

ebl

ock!

On

the

othe

rhan

d,w

hen

you'

reso

cial

izin

gw

ithcl

ient

s,do

n't

thro

wyo

urw

ork

inth

eirf

ace.

Lett

hem

sett

heto

ne.

tY.·~CARIER

LIM

IT

IN

GM

OV

E•••

New

asso

ciat

eat

ala

rge

New

Eng

land

law

firm

.H

e's

bril

lian

t

and

aw

orka

holi

c,an

dhi

ssu

peri

ors

take

adva

ntag

e'of

this

,

2.If

you'

rest

artin

gyo

urca

reer

ata

larg

efi

rm,he

rear

eso

me

addi

tion

alti

psfo

ryou

.

5)!f

you

are

aske

dto

sum

mar

ize

your

rese

arch

for

acl

ient

,try

tohi

tthe

mai

npo

ints

and

finish

wit

hin

am

inut

e.If

the

clie

nt

3)N

ever

corr

ectt

hele

adat

torn

eyno

mat

ter

how

wro

ngyo

uth

ink

(s)h

eis.

It's

mor

elik

ely

that

you

are

mon

goM

entio

nit

afte

rth

em

eeti

ng-t

heat

torn

eyw

illm

ake

the

call

toth

ecl

ient

ifth

eco

rrec

tion

isne

cess

ary.

399

Ask

for

oppo

rtun

itie

sto

see

clie

nts.

One

law

yer

reco

mm

ends

that

"The

best

way

tole

arn

how

to-in

tera

ctw

ith

clie

nts

isto

askt

osi

tin

whe

nth

ela

wye

rsyo

uw

ork

for

mee

twith

clie

nts.

Wat

chth

ere

latio

nshi

pth

eyha

ve.S

eew

hat's

impo

rtan

tto

clie

nts.

".O

neof

the

thin

gsth

atyo

u'll

find

isth

atth

ere'

sno

such

thin

gas

an"i

nstit

utio

nal"

clie

ntEv

enif

the

clie

ntis

ahu

geco

rpor

atio

n,th

ere'

sst

illa

pers

onw

hoca

res

alo

tD

on't

forg

etth

atw

hen

you

inte

ract

with

them

!

b.,H

owto

hand

lem

eetin

gsw

ith

clie

nts

As

ane

was

soci

ate

atal~ge

firm

,you

won

'tbe

cond

uctin

gyo

urow

nm

eetin

gsw

ith

clie

nts.

You

'llbe

sitti

ngin

onm

eetin

gsw

ith

othe

r,m

ore

seni

orla

wye

rs.W

hatd

oyo

udo

?A

sD

enni

sK

enne

dysa

ys,"

I've

seen

mor

eyo

ung

atto

rney

sgo

upin

flam

esin

this

situ

atio

nth

anan

yot

her.

Und

erst

and

that

the

clie

ntse

esyo

uas

expe

nsi

vesu

rplu

sage

,and

you

don'

twan

tto

rem

ind

the

clie

ntof

that

!H

ere

are

afe

wgo

odru

les;

1)Sp

eak

only

whe

nsp

oken

to.I

alw

ays

belie

ved

that

you

wen

tin

toa

mee

ting

wit

hth

ecl

ient

seei

ngyo

uas

the

brig

ht,y

oung

attor

ne}T

.It's

easi

erth

anyo

uth

ink

toch

ange

that

opin

ion!

2)T

here

isno

joke

that

you

can

tell

that

will

bea

guar

ante

edw

inne

r.Ev

er.D

on't

take

the

risk.

'

. Eve

T}'bo

dyO

utsid

eTh

eO

ffice

...

4)M

osto

fthe

time

you

are

ina

mee

ting

you

are

ther

eto

take

note

san

dto

obse

rve

and

lear

nho

wto

cond

ucta

mee

ting.

Do

that

The

fact

that

you

won

the

clie

ntco

unse

ling

com

petit

ion

inla

wsc

hool

does

not

give

you

alic

ense

toth

ink

you'

vele

arne

dit

all.

Fina

lly,

belI

ery

tact

ful

abou

tbr

aggi

ngto

clie

nts

abOU('~:

whe

nyo

u're

onth

eir

nick

el.A

s.G

eorg

eW

ashi

ngto

n'sJ

imloY

.,ad

vise

s,"I

fapa

rtner

tells

you

tost

ayat

the

Four

Seas

ons,

be?

fu1

ofbr

aggi

ngto

the

clie

ntab

outt

hegr

eataccommOdati~

grea

tmea

lyou

had

last

nigh

tThe

irex

iste

nce

may

bedifferen~,~

your

s.If

the

clie

ntis

very

wea

lthy,

ther

ew

ould

n'tb

eapro~'

But

ifit'

sso

meb

ody

who

'sm

iddl

em

anag

emen

tata

larg

eco

clie

nt,y

ou'v

ego

tto

bem

ore

care

ful.1

1

..;.

shov

elin

gw

ork

at

him

.H

issu

perv

isin

gp

art

ne

rco

mes:

:~{

offic

ean

dsa

ys,

"I'm

go

ing

ou

tto

din

ne

rwit

hcl

ient

Xt<

i,Y

ou're

do

ing

som

eo

fth

eir

wo

rk.

Wh

yd

on

'tyo

uco

me'

,:

ge

tto

kno

wth

em

?"

The

asso

ciat

eba

lks,

citi

ng

his

wo

{

The

pa

rtn

er

reas

sure

sh

im,

"Do

n't

wo

rry

ab

ou

tit.

C0rJ:

!:,_:,,:

:Th

eas

soci

ate

relu

cta

ntly

goes

,b

ut

he's

very

nervous-~tf

lots

ofw

ork

tod

o.

Whi

leth

eot

hers

are

havi

ngfu

nan

d::~

:~ln

g,

he's

ge

ttin

gm

ore

and

mor

eti

gh

tly

wo

un

d.T

heyhav~f

p.m

.re

serv

atio

n,an

da

t8:4

5-w

he

nth

ey'

rest

illn

otse

~:

heye

llsat

the

host

ess,

"Whe

re's

ou

rta

ble?

We

wer

esu

p:':,.

.to

have

ata

ble

at8

o'c

lock

!"A

t10

:30,

heex

cuse

shimself~

back

tow

ork.

The

follo

win

gda

y,hi

ssu

perv

isin

gpa

rtne

rw

alks

into

his~

:

and

crem

ates

him

."E

ven

ifyo

u've

go

two

rkto

do

,do

n~:t

/cl

ient

sfe

elun

com

fort

able

!Id

on

'tca

r~if

you

have

toco

m'~.

:he

rean

dw

ork

aft

er

din

ne

rto

me

ety

ou

rde

adlin

e.Yo

u~~"

~.'

them

feel

asth

ou

gh

you

wer

esh

aky

wit

hyo

ur

wor

k,as

tt'<~:'

you

do

n't

have

any

conf

iden

ce."

,

WH

AT

LAw

SCH

OO

LD

OES

N'T

TEA

CH

YO

U••

•BU

TYo

uRE

ALLY

NEE

DrJ

t ,,~.'

Ifyo

ust

arty

our

care

erw

ith

ala

rge

firm

,you

've

gots

ome

clie

nt",::

that

are

diff

eren

tfro

mne

wla

wye

rsin

othe

rset

tings

.Whe

nyo

u'('.

the

law

yer

onth

e"f

ront

line

"-w

hen

it's

ala

wye

ron

eor

two

or~~;,

laye

rsab

ove

you

who

'sde

alin

gw

ithth

ecl

ient

-her

e's

wha

tyou.n~~.':

know

::;:!

t

398

400

WHK

fLAw

SCH

OO

LD

oESN

'TTE

ACH

YO

U••

'.B

UT

Yo

uRE

ALLY

NEE

DTO

<:

has

furth

erqu

estio

ns,

(s)h

e'lla

sk.A

lmos

tno

clie

ntwiJ

[~to

hear

abou

tth

efa

scin

atin

gdi

stin

ctio

nyo

u?ve

.':"K

'~

betw

een

two

obsc

ure

case

son

ata

ngen

tialp

oint

The

cli.~

thin

king

actio

n."

6)Th

ebo

ttom

line:

talk

wit

hth

ele

adat

torn

eyab

outw

h~~~

wan

tsyo

uto

doin

the

mee

ting!

"~:~'~

As

Dew

eyB

alla

ntin

e's

John

Rag

osta

poin

tsou

t,:,)

note

-tak

ing

func

tion

can

bevi

tal.

Take

de

taile

d..:::,

Who

said

wha

t?W

hore

spon

ded?

Get

quotes'whe~,:'

ble.

As

anas

soci

ate,

Ifre

quen

tlyfo

und

that

myno

~e:

vide

da

deta

iled

sum

mar

yof

am

eetin

gth

atw

as:.;

rele

vant

even

seve

raly

ears

late

r.T

heno

tes

mig

hten,

,.:\r.

tote

lla

gove

rnm

ento

ffic

ialo

rin

dust

ryre

pres

enta

tiVi

'Ata

mee

ting

onX

date

,at

tend

edb

yM

essr

s.Jones:,,:~

and

Ms.

Wilc

ox,

Mr.

Jone

sin

dica

ted

that

ther

e:rtf

need

tose

ekad

ditio

nalc

omin

itmen

ts,a

sre

cour

set.q;

t" ',.

tions

iscl

early

prov

ided

.'T

his

kind

ofat

tent

ion

tode.

:.a

pow

erfu

lto

olfo

ran

yla

wye

r,bu

tit

can

quic

kly

m.'

juni

orla

wye

rin

disp

ensa

ble.

"

c.W

atch

wh

atyo

usa

yto

clien~.

Don

'tov

erst

epy

ou

rboo

As

ane

was

soci

ate

ata

larg

efir

m,y

ou're

inan

inte

rest

in....

tion.

.AsI

've

men

tione

din

othe

rch

apte

rs,l

ike

the

"How

TO::~

Res

earc

hA

ssig

nmen

ts"

chap

ter,

your

supe

riors

wan

tto

SE.('

take

the

initi

ativ

e.B

utw

hatt

hey

mea

nis

inte

Uec

tual

initi

a"':

solv

ing

clie

ntpr

oble

ms,

nott

akin

gcl

ient

prob

lem

sin

toyo

·m...'.

hand

sdi

rect

ly:

As

law

yers

atLa

tham

.&W

atki

nspo

into

ut,

"Whe

nyo

uin

.'

dire

ctly

wit

ha

clie

nt,t

heke

yis

keep

ing

the

clie

ntha

ppy

whit:

over

step

ping

the

boun

dsof

your

expe

rienc

e.A

lway

scheck~.

wit

hsu

perv

isor

s!Ta

king

'ow

ners

hip'

ofa

proj

ecti

sgo

od,b

ut.''

..':ow

ners

hip

too

far

and

getti

ngou

tahe

adof

supe

rvis

ors

int

:~

wit

hcl

ient

san

d/or

thir

dpa

rties

can

crea

teaw

kwar

dsi

tuat

iLa

wye

rsat

Lord

Biss

ella

gree

,say

ing,

"Use

your

com

mon

··:',.

Don

'tta

kea

posi

tion

onbe

half

ofa

clie

ntor

the

fum

wf_.~.

~;,

401

chec

king

with

supe

riors

firs

tW

ew

antp

eopl

eto

show

initi

ativ

ean

din

depe

nden

ce,b

utyo

uca

nsh

owth

atw

ithou

tbei

nga

'cow

.b

oy:'" Alth

ough

you

neve

rwan

tto

bedi

shon

estw

ith

acl

ient

,rem

em

ber

that

you'

reho

tthe

one

with

prim

ary

clie

ntre

spon

sibili

ty.I

t'sup

tom

ore

seni

orla

wye

rs't

oha

ve"t

ough

"co

nver

satio

nsw

ithcl

ient

s,lik

eex

plai

ning

the

wea

knes

sof

thei

rca

seor

talk

ing

them

outo

face

rtain

strat

egy.

<"d.

You

rcas

esar

eun

like

lyto

be

ver

yem

otio

nal.

The

issu

eof

ten

is:

Who

gets

the

mon

ey?

.Tha

t'sw

hat

yo

ur

clie

nts

areinter~

este

din

.

Alo

tofw

hat's

goin

gon

wit

hcl

ient

sof

big

firm

sis

wea

lthdistri~

butio

n,ac

cord

ing

toa

seni

orpa

rtne

rat

one

larg

efir

m.Y

ouw

on't

geta

loto

fgut

-wre

nchi

ngis

sues

.Apa

rtne

rat

anot

her

firm

,who

hand

les

bank

rupt

cies

,say

s,"T

here

'sno

emot

ion

inth

isw

ork.

It's

crea

tive

law

yerin

g.W

ith

larg

eba

nkru

ptci

esli

keth

eon

esIh

andl

e,it'

sju

stm

oney

that

'sin

volv

ed.W

ho's

goin

gto

gett

hem

oney

?M

ycl

ient

,or

the

othe

rguy

?W

ithth

ese

big

bank

rupt

cies

,you

've

gota

situ

atio

nw

here

abu

nch

ofw

ealth

ygu

yspu

tin

mon

eyon

amort~

gage

twen

tyye

ars

ago

and

they

've

allg

otth

eir

writ

e-of

ts,y

ou're

just

glad

iato

rsdo

ing

battl

eov

era

hu

nk

ofm

eat

Ifs

ach

ess

gam

eag

ains

tsom

evu

lture

fund

.N

obod

y'slosin~

thei

rho

use

over

it,no

body

'slo

sing

cust

ody

ofth

eir

child

ren.

It's

just

mon

ey_

Whe

nI

doa

mas

sba

nkru

ptcy

whe

reth

ere

are

hund

reds

ofm

illio

nsor

bil

lions

ofdo

llars

atst

ake,

Ica

nge

tint

oso

me

real

lycr

eativ

ela

wye

rin

gbe

caus

eth

eam

ount

inco

ntro

vers

yis

sola

rge

we

have

the

luxu

ryof

lots

ofre

sear

chan

dcr

eativ

ity.S

odo

esth

eot

hers

ide,

soit'

sla

w'o

uton

the

edge

.'Sm

alle

rban

krup

tcie

sar

em

uch

mor

epe

rso

nal,

mor

edi

fficu

lt,m

ore

mea

ning

ful.

But

for

thos

e,fo

rco

nsum

erba

nkru

ptcy

,law

yers

run

itm

ore

like

am

ill.T

hey

have

lots

ofpa

ra

lega

lsha

ndlin

gth

ings

,oth

erw

ise

it's

notp

rofit

able

.In

thos

esi

tua

tions

you

can'

tjus

tify

the

time

nece

ssar

yto

mak

eit

crea

tive.

"

..You

're.r

epre

sent

ing

low

-inc

ome

clie

nts.

Her

ear

eso

me

tips

.to.,'

\kee

pin

min

d..

~_~f

~;':

40

2W

HA

TLA

wSc

HO

OL

DO

ESN

'TTE

ACH

You

...B

urYo

uRE

ALLY

NEE

DTo

f:';'

Inm

any

way

s,th

eis

sues

arou

ndse

rvin

glo

w-in

com

ecl

ient

s.ai:

:~:sa

me

asth

eyw

ould

befo

ran

ycl

ient

,no

mat

terh

oww

ealth

y:Treat~:

wit

hre

spec

t.R

etur

nth

eir

phon

eca

llspr

ompt

ly.

Res

earc

hansw~·

thei

rqu

estio

ns;d

on't

give

thet

nsn

apjU

dgm

ents.

But

ther

ear

eso

rii;.

fere

nces

.Her

e'sw

haty

oune

edto

know

:.

.'

a."I

'mno

tpay

ing

you.

How

good

can

you

be?"

You

may

find

that

som

ecl

ient

sw

illbe

disr

espe

ctfu

lto

YOU/#

:.in

gth

ey"g

etw

hatt

hey

pay

for,"

and

ifth

ey're

notp

ayin

g,y¢K

nogo

od.I

fyou

gett

hati

mpr

essi

on,s

tay

calm

and

sa>r,

"Ify

oU;::.

~:·

lega

lre

pres

enta

tion,

I'mthe

one

avai

labl

e.If

not,

you

can~::

:ou

t".'

Espe

dally

ifyo

u.ar

efre

shou

tofs

choo

l,yo

uha

veto

bea

'.:.~~

the

fact

that

your

cont

extm

ight

notb

ehe

lpin

gyo

uo

utA

s..:{

can'

sJill

Barr,

afo

rmer

publ

icin

tere

stila

wye

rher

self,

advis~'

you

goto

ala

wfir

mfr

esh

outo

fsch

ool,

clie

nts

see

youWi~f

othe

rat

torn

eys

arou

nd.T

hey

know

you'

rea

law

yer.

Inle

ga(~

ices

,the

y're

only

seei

ngyo

u.T

heil!

ask,

~Are

you

real

lyan;'~'

ney?

'Get

that

dipl

oma

fram

edan

dha

ngin

gbe

hind

your

head~'i~'

Also

reco

gniz

eth

atif

the

first

time

they

see

you

you'

re.

the

judg

ean

dpr

osec

utor

,'~They'll

assu

me

you'

rein

caho

ots,f'

form

erpu

blic

defe

nder

Reb

ecca

Kat

z-W

hite

."Y

ouha

veto

~~

them

and

say

toth

em,'

I'mhe

rean

dpa

idto

repr

esen

tyou

.~~

that

Ikno

wth

ejU

dge

and

pros

ecut

orw

illhe

lpyo

ubecaus~C

trus

tme.

'And

som

etim

esit

wor

ksto

blus

teri

nco

urtf

orth

e:b.

fitof

your

clie

nts.

"

b.E

xpec

tth

atso

met

imes

clie

nts

will

be

lIe

tygr

atef

ul:;:

som

etim

esth

eyw

on't

be

grat

eful

atal

l.

Som

etim

esyo

urcl

ient

sw

illfe

elg

uilt

yth

atth

ey're

notP

...·yo

u.Y

ou'll

find

that

they

wan

tto

mak

edi

nner

fory

ou,o

rgive

·.':gi

ft,or

pay

you

wha

tm

oney

they

can

affo

rd.

You

remploye~:

..un

doub

tedl

yte

llyo

uth

atyo

uca

n'ta

ccep

tany

thin

gfro

mclien~

smac

ksof

paym

ent

for

serv

ices

,be

caus

eth

atca

llsin

toqu

'::.w

heth

eror

noty

our

offic

ew

illst

ruct

ure

itsse

rvic

esaro

und:;

rpa

ysan

dw

hodo

esn'

t.It

does

n'tm

ean

you

can'

tacc

eptm

YtLL..

../;

.~J:

'.i

403

buty

ou'v

ego

tto

be-v

eryc

aref

ul.S

ome

peop

lem

ake

aru

leof

not

acce

ptin

gan

ythi

ngat

all.

As

one

publ

icin

tere

stla

wye

rsa

id,

"I.a

lway

sm

ake

anex

cuse

.Ift

hey

wan

tto

mak

em

edi

nner

,Ide

clin

esa

ying

'Iha

veto

beba

ckat

the

offic

e.'I

don'

twan

tto

offe

ndth

em,

butI

wan

tto

keep

itpr

ofes

siona

l!"O

nth

efli

psid

eof

that

,th

ere

are

som

ecl

ient

sw

how

on't

begr

atef

ulat

all,

and

you

have

topr

epar

eyo

urse

lffo

rth

at,

asw

ell.

"Som

etim

esyo

u'll

gets

omeb

ody

thei

rSo

cial

Secu

rity

bene

fits,

you

turn

tosa

y'c

ongr

atul

atio

ns/

and

they

'reou

tthe

door

.Ith

appe

ns,"

com

men

tson

epublic.inter~t

law

yer.

Figh

tthe

tem

ptat

ion

toot

ters

nap

judg

men

ts.

Som

etim

esYO

U'll

have

clie

nts

who

've

been

mis

treat

ed,a

ndyo

u.

just

kno

wth

atw

hath

appe

ned

toth

emh

as

tobe

illeg

al.A

son

epu

blic

inte

rest

law

yerp

oint

sou

t,"I

fyou

have

ape

rson

who

'sbe

enha

rass

edby

aco

llect

ion

agen

cy;i

t'ste

mpt

ing

tosa

y,'I'

msu

reth

at's

notl

egal

,'w

hen

itre

ally

isle

galf

orth

eco

llect

ion

agen

cyto

say

wha

tthe

ydi

d."

Inst

ead,

"Don

'tpr

omis

ean

ythi

ng!"

she

adds

."Sa

yso

met

hing

like,

'Tha

tsou

nds

like

aca

sew

eca

nta

ke.W

e'llh

ave

todo

mor

ere

sear

ch.'

You

'reth

inki

ngto

your

self,

'Oh

my

God

,I

don'

tkn

owa

darn

thin

g.I'v

ego

tto

prov

eth

atI

do.'

But

you

shou

ldn'

t.D

on't

mak

ean

yco

mm

itmen

ts.Y

oudo

n'tw

ant~

angr

ycl

ient

l"

d.D

on't

judg

eyo

urcl

ient

sba

sed

onth

eirl

ivin

gco

nditi

ons.

One

publ

icin

tere

stla

wye

rpo

ints

outt

hat"

Som

etim

esyo

uha

veto

goto

the

clie

nt's

hom

e.M

aybe

the

bus

isn'

trun

ning

and

they

can'

t com

eto

you.

You

have

tobe

prep

ared

nott

oju

dge

peop

leba

sed

onth

eirl

ivin

gco

nditi

ons

orho

wth

eytr

eatt

heir

kids

.May

beth

eki

tche

nha

sn't

been

clea

ned.

intw

oye

ars,

may

beth

eki

dsar

efi

lthy

dirty

,an

dyo

u're

ther

eto

help

them

wit

ha

utili

tysh

ut-o

ffca

se.Y

ouha

veto

keep

your

focu

s,'I'

mhe

rla

wye

r,'an

ddo

wha

tyo

uca

nto

help

With

the

prob

lem

you'

reth

ere

toha

ndle

."

e.H

andl

ing

the

emot

iona

lasp

ects

ofth

ew

ork.

Hav

ea

supp

ort

netw

ork

read

y!

405

But

the

rest

of

the

sto

ryw

ashe

artb

reak

ing.

She

and

the

boyf

rien

dha

dbe

enbu

ildi

nga

hous

eto

geth

er.Th

eym

oved

into

_it

wit

hh

er

fou

rki

dsb

efo

reit

was

finis

he

d,

livi

ngin

on

ero

om

whH

eth

eyw

orke

do

nth

ere

sto

fit.

On

ceh

em

axed

ou

th

er

cred

itca

rds,

.he

disa

ppea

red.

She

'sst

uck

inth

isho

use

that

was

n't

even

fin

ish

ed-t

her

ew

asn

'ta

roof

on

som

eo

fth

ero

oms!

She

was

such

asw

eetw

om

anan

dsh

ew

asin

such

afix

,Is

tepp

edin

and

star

ted

he

lpin

gh

er

out.

rcaj

oled

loca

lbu

ilde

rsto

help

her,

I

hel

ped

wit

hth

eki

ds,

Ira

nin

terf

ere

nce

wit

hh

ere

mp

loye

r.I

fina

lly

wen

tto

my

sup

erv

iso

ran

dsa

id,

'I'v

eg

ott

enm

ysel

fin

to

this

situ

atio

n,an

dId

on

'tkn

owh

ow

toex

trac

tm

ysel

f.'T

he

fact

was

,th

eon

lyis

sue

Ico

uld

real

lyh

and

lefo

rh

erw

asth

e·c

redi

t

card

prob

lem

.Whe

nrb

aile

do

uto

feve

ryth

ing

else

,Ir

eally

leth

er

do

wn

.In

he

rey

es,

Iwas

her

boyf

rien

dal

lo

ver

ag

ain

-J'd

aban

do

ned

her.

Ilea

rned

anim

po

rta

ntl

esso

nfr

omth

at.

You

've

go

tto

focu

so

nth

ele

gal

issu

e.It

'sa

mat

ter

ofsu

rviv

al."

a.Y

our

clie

nt's

case

stin

ks.W

hatd

oyo

udo

?

As

ala

wye

r,yo

u've

gott

heob

ligat

ion

toac

tin

the

best

inte

rest

sof

your

clie

ntB

utas

Bill

Bar

rett

poin

ts.o

ut,~

Sometimes

wha

tyou

rpr

ofes

sion

aldi

scre

tion

tells

you

isin

your

clie

nt's

best

inte

rest

sis

n't

nece

ssar

ilyw

hatt

hecl

ient

wan

tsyo

uto

do."

You

don'

twan

tto

blur

tout

,"W

hat?

Are

you

craz

y?Y

ou'v

ego

tno

case

!"In

stea

d,yo

une

edto

stre

ssto

the

clie

ntth

atth

eir

odds

ofpr

evai

ling

are

very

slim

,an

d/or

mak

epl

ain

toth

emho

wm

uch

thei

rde

sire

dco

urse

ofac

tion

isgo

ing

toco

stth

em.O

bvio

usl-y

,if

they

wan

tyou

todo

som

ethi

ngun

ethi

cal,

you

just

can'

tWhe

neve

r"

you

rein

inyo

urcl

ient

,be

sure

tow

rite

dow

nth

epo

ints

your

clie

ntan

dyo

ubo

thm

ade,

eith

erin

a"m

emo

tofil

e"or

ina

con

firm

ing

e-m

ailo

rlet

tert

oth

ecl

ient

Pape

rthe

wor

ld1W

hen

you'

vego

tacl

ient

who

disa

gree

sw

ith

you,

you'

vego

tapo

tent

ialm

alpr

ac

tice

suit,

and

you

need

ally

our

duck

sin

aro

w.

fngEv

eryb

ody

Out

side

The

Offi

ce..

.

.,lfa

ndlin

gst

icky

situ

atio

ns}'

leg

alA

idla

wye

r,W

est

Coa

st:

"Jh

ad

acl

ient

wh

ose

boyf

,~.

had

stol

enh

ercr

edit

card

san

dus

edth

em

.T

ha

twas

tha(

··

The

re's

noqu

estio

nth

atre

pres

entin

gpo

orpe

ople

isem

oftf

wre

nchi

ng.T

hesi

tuat

ions

you'

llse

eca

nbe

heartbreaking/~i

publ

icde

fend

erpo

inte

dou

t,"I

t'sve

ryin

tens

e.People's'li~-t

invo

lved

.Ev

enfo

ra

mJs

dem

eano

r,th

eyca

ngo

toja

ilfot

t:.w

eeks

and

lose

thei

rjo

b."

Even

for

civi

lcas

es,"

They

'llPU

il.(he

arts

tring

s,"sa

yson

eLe

galA

idla

wye

r.>.'~

.

Ever

ypu

blic

inte

rest

law

yerI

talk

edto

agre

edth

at"Yo~

:.'.ke

epyo

urse

lfat

arm

'sle

ngth

."W

hile

som

esa

idth

at"Y

ou'c:

this

wor

kw

ithou

tsom

eem

otio

n-if

you

don'

tcar

eyo

ucan

·w

ell,"

othe

rssa

idth

at"Y

ouca

nha

veem

otio

nab

outt

he.is

Stt;

outg

ettin

gwrappe~

upin

the

fact

s."O

nesu

mm

edit

upby"~'

"You

can'

tlet

itco

ntro

lyou

rlife

."Th

ete

mpt

atio

nis

toste

p·::~:

~·:

star

tcal

ling

build

ing

insp

ecto

rs,h

elpi

ngto

gett

heho

use

rep'~

calli

ngth

eem

ploy

erto

give

the

clie

ntfti

me

off,

driv

ingth~

:,::.

scho

oLB

utyo

uca

n'td

oit

and

mai

ntaf

uyo

ursa

nity

-and

·:.~~~.

:he

lpot

her

clie

nts.

Inst

ead,

"You

have

tofo

cus

onth

eleg~,;

beca

use

that

'sw

here

you

can

help

them

,"sa

ysJil

lBar

r."Oa.~

unsy

mpa

thet

ic,

butf

ocus

onw

haty

ouca

ndo

.W

hen

th~t

tells

alo

ngst

ory,

you

can

sa-y

,'I'm

real

lyso

rry

that

happ:e:~

you,

butw

e're

here

toda

yto

focu

son

X.'"

"".'

Rem

embe

rth

atev

enif

yon

can'

thel

pw

ithno

n-le

gali

SSU,

..:~ca

nre

fer

clie

nts

tope

ople

who

can.

JillB

arrs

ays

that

"It's·

"~~··

tant

toge

tinv

olve

din

the

com

mun

ityto

have

aci

rcle

of~:

you

can

trust

,lik

eso

meo

nein

the

soda

lsec

urity

adrn.inist.Ta~:

Low

Inco

me

Hou

sing

Dev

elop

men

torg

aniz

atio

ns,o

rpeopl~

....:bo

ards

ofdi

rect

ors

ofde

velo

pers

and

bank

s.Ge

tto

knoi

f..so

cial

wor

kers

."T

hatw

a-y,w

hen

you

talk

wit

ha

clie

ntin

ap'~

:

larly

hars

hsi

tuat

ion,

you

can

"Ack

now

ledg

eth

edi

fficu

ltyof

.::.ua

tion,

and

say,

'Tha

t'sno

tso

met

hing

we

can

help

yo.".:.

her

e-at

the

end

ofto

day

I'llg

ive

you

aco

uple

ofrefeITals."'·":~

EM

OT

ION

AL

LY

DR

AIN

ING

MO

VE

WH

AT

LAw

SCH

OO

LD

oES

N'T

TEAC

HY

OU

•••

Bur

You

RE

AIl.

YN

EE

D·;t

q\40

4

othe

rwis

e,p

ut

up

wit

hit

."A

fter

that

,ev

ery

tim

esh

ege

tsa

call

from

the

clie

nt,

she

says

,"0

h,i

t'sg

oo

dto

talk

toyo

u..

."

and

_lis

tens

calm

lyas

hego

eson

and

on.

407

You

rcl

ient

'ssitu.a~an

isem

otio

nall

yhe

art-

wre

nchi

ng.

Som

eki

nds

ofpr

actic

ear

eex

cept

iona

llyem

otio

nal.

Dom

estic

rela

tions

,for

inst

ance

,can

bedr

aini

ng.Y

oum

ight

have

asp

ouse

Vio

latin

ga

rest

rain

ing

orde

r,pu

lling

upto

your

clie

nt's

hous

eat

thre

ein

the

mor

ning

toem

pty

the

hous

eof

furn

itur

e.If

your

clie

ntne

eds

you

toha

ndle

that

prob

lem

atth

ree

inth

em

orni

ng,

then

you'

vego

tto

doit

But

asH

ofst

ra's

Car

olin

eLe

vysa

ys,"

Yes

,yo

u~ant

toad

voca

te.

But

you

don'

twan

tto

adop

tyou

rcl

ient

s'pr

oble

ms

asyo

urow

n."

Bill

Bar

rett

agre

es,s

ayin

g,"Y

ouha

veto

rem

ove

your

self

emot

iona

lly.

It's

easi

ersa

idth

ando

ne,

buti

t'sne

cess

ary.

"If

you

don'

tkee

pth

eem

otio

nala

spec

tofy

ourw

ork

unde

rco

n·tro

l,yo

u'll

have

aha

rdtim

ebe

ing

ago

odad

voca

te.

As

Car

olin

eLe

vysa

ys,"

You

need

obje

ctiv

ityto

repr

esen

tyou

rclie

ntY

ouw

ant

tobe

sens

itive

topr

oble

ms,

butd

on't

adop

tthe

iran

gera

tthe

othe

rsi

de.C

lient

sdo

som

etim

esne

ed'h

and-

hold

ing.

But

keep

your

emo

tions

atba

y.W

hen

they

tell

you

ahe

art-w

renc

hing

stor

y,yo

uca

nsa

y,'T

his

isno

tagr

eats

ituat

ion,

'and

then

poin

tout

wha

tyou

can

dofo

rth

ecl

ient

,tal

kto

him

/her

abou

twha

tthe

othe

rlaw

yer

islik

e,w

hatt

heju

dge

islik

e."

c.Y

outh

ink.y~ur

clie

ntis

lyin

gto

you.

Som

etim

esyo

um

ight

have

clie

nts

who

lie.I

fyou

docr

imin

al'd

efen

sew

ork,

ever

ycr

imin

alde

fens

eat

torn

eyIs

poke

with

basi

cally

agre

edw

ith

wha

tone

ofth

emsa

id:

"Nev

ertr

usty

our

clie

ntA

lway

sas

sum

eth

ey're

lyin

g."

Ano

ther

com

men

ted,

"1he

ard

acr

imin

alla

wye

rbei

ngin

terv

iew

edon

1'1,a

ndhe

said

,'M

yjo

bis

tolib

erat

eth

ein

noce

nt'I

thou

ght,

that

'ssw

ell,

butw

hatd

oyo

udo

the

othe

rni

nety

perc

ento

fthe

time?

"O

nela

wye

rtal

ked

abou

tacl

ient

here

pres

ente

dw

how

asac

cuse

dof

arso

n.Th

ecl

ient

swor

eto

him

,"I

coul

dn't

have

done

itI

was

inja

ir'th

atni

ght.

"Th

e

,:Eve

rybo

dyO

utsid

eTh

eO

ffice

...

New

asso

ciat

eat

asm

allf

irm

.The

pres

iden

tofa

big

clie

nt..,

:'

tosu

ehi

sn

eig

hb

or

beca

use

ofa

nois

ysp

rink

ler.

The

spO:

wou

ldg

oo

nat

6a.

m.

and

wak

ehi

mup

ever

yda

y.A

,p:;:

asks

the

asso

ciat

eto

hand

leth

eca

se.

The

clie

ntba

rrag

~,

wit

hp

ho

ne

call

sev

ery

day.

He

yank

sh

ero

ut

ofm

eetin

gs::

stan

tly

tora

ntab

ou

tth

eca

se.

He

expe

cts

tow

ina

huge

~

men

teW

hene

ver

she

appr

oach

eshe

rp

artn

erto

talk

abo

:'

case

,h

esa

ys,

"Jus

tha

ndle

it."

She

even

tual

lyg

oes

toal

i

par

tner

inth

efi

rmin

desp

erat

ion,

and

the

oth

erpa

rtne

r.,

"Tha

tgu

yis

ape

rson

alfr

iend

ofX

iS.

He

kiss

eshi

sbu

tt.

5,'..;,:

have

to,

asw

ell.

Tell

him

that

the

odds

ofpr

evai

ling

are

slim

~~ ..:\~

As

rep

ort

edin

The

New

Yor

ker:

A~ew

law

yer

isaccus~,

insi

der

trad

ing

.A

utho

riti

esh

adv

ideo

tap

edh

erac

c~:-

'

mar

ked

hund

red-

doll

arbi

lls,

twen

ty-t

hree

ofw

hich

wei

','fo

und

inh

erap

artm

ent.

Wh

enh

erla

wye

rse

esth

eta

p

tell

she

r:"T

here

are

two

phas

eso

fa

crim

inal

case

-th~

}

det

erm

inin

gp

has

ean

dth

ese

nte

nci

ng

phas

e.I

thii

i

shou

ldfo

cus

on

the

sent

enci

n.g

phas

e."

Ifyo

ursu

perv

isor

isth

e"p

oint

pers

on"

wit

hth

ecl

ien(

,~,:

:

case

isa

stink

-er-o

o,"D

on't

sing

le·h

ande

dly

dest

roy

the

relai

jC'

wit

hth

atcl

ient

,"sa

ysJu

dyM

ende

r."F

oral

lyou

know

,ther:

may

bea

grea

tsou

rceo~

busi

ness

,a

fam

ilyfr

iend

ofth

e:J(

who

ever

."Y

ouca

nal

way

ssa

yto

acl

ient

,"I

wan

tto

d~i~

rese

arch

"to

give

your

self

time

tore

grou

pan

d!or

talk

wit

h,~

~:Fi

nally

,rem

embe

rth

atit'

sim

porta

ntno

tto

alie

nate

acIi

/;"~:

mat

ter

howt

errib

leth

eir

case

is.

As

Ken

tuck

yPu

blic

D~it

sarah

Mad

den

poin

tsou

t,"M

aybe

the

case

they

'rewalking<~~

isn'

tany

good

-but

may

beth

eir

next

case

Wil

lhe.

Itdo~:::

you

any

good

toal

iena

teth

em.B

ege

ntle

."

WHA

TLA

wSC

HOOL

DO

ESN

'TTE

ACH

YOU

•••

BurY

ouRE

ALLY

NEED

-To-j

'

~S

MA

RT

HU

MA

NT

RIC

K•••

~S

MA

RT

HU

MA

NT

RIC

K•••

406

writ

ing,

pros

and

cons

.In

the

heat

ofth

em

omen

tacl

ient

can

beup

set,

butw

illco

oldo

wn

late

ran

d'be

mor

era

tiona

l."

You

rcli

enti

sbu

ggin

'or

pitc

hing

afi

t.

You

'rein

ase

rvic

ebu

sine

ss,a

ndso

met

imes

the

peop

leyo

use

rve

'Will

beop

enly

angr

y:-H

owsh

ould

you

hand

leit

?

Alit

tleb

itof

back

grou

ndsp

adew

ork

can

save

you

alo

toft

rou

ble.

As

we

talk

edab

oute

arlie

rin

this

chap

ter,

you

shou

ldal

way

ske

epyo

urcl

ient

s'ex

pect

atio

nsre

ason

able

and

avoi

dm

akin

gpr

om

ises

you

can'

tkee

p.T

hatc

anm

inim

ize

clie

ntou

tbur

sts,

beca

use

aco

mm

onso

urce

ofth

emis

frus

trate

dex

pect

atio

ns.

But

som

etim

esit'

sun

avoi

dabl

e.So

meb

ody'

sgo

ing

toca

llyo

uan

dpi

tch

afi

tH

owsh

ould

you

hand

leit

?

1)S

etyo

urpe

rson

al,re

act-o

-met

eron

"0."

You

've

gott

oke

epyo

urco

olev

enif

the

clie

ntis

irate

.As

Geo

rget

own'

sA

bbie

Will

ard

says

,"N

oan

ger,

fear

,cry

ing

keep

your

prof

essi

onal

com

posu

re!"

Ifyo

uha

ven'

twor

ked

ina

serv

ice

busi

ness

befo

re,t

his

may

beto

ugh.

Re

ally

toug

h,es

peci

ally

ifth

ey're

spew

ing

abus

edi

rect

edat

you

oryo

urfir

m.B

utw

haty

ouha

veto

rem

embe

ris

that

nobo

dy's

yelli

ngat

you

pers

onal

ly.T

hey'

reye

lling

ata

pers

onm

your

posi

tion

who

just

ha

pp

en

sto

beyo

u.D

on't

pour

gas

onth

efla

me

bysc

ream

ing,

"Oh,

yeah

!Y

our

Mut

ha!"

Take

deep

brea

ths

and

stay

calm

!

2)D

on't

inte

rrup

t

Lis

ten

care

fully

and

sym

path

etic

ally

tow

hatt

hecl

ient

issa

ying

.D

on't

cuti

nun

tilyo

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MARKETING

How to Thank a Client'by Wendy Wernet.:

June 2005

Page 1 of3

Each year law firms large and small hold client events, and give gifts, notes, or cards that tell thepeople who make their business possible, "thank you." Marketing committees, partners, andindividuals rack their brains for just the best way to express gratitude for client work, and as a way tofurther those relationships. But what is the best way to send that message in a way that is bothappropriate and timely? And why discuss this now? And, if we often recognize those relationships atthe holiday season at the end of the year, when is the best time to think about this process? What bettertime than now, when time constraints are not upon you, and there is time to gather data that may helpyou make an informed choice months from now. In addition, part of what you want to think about ishow a formal "thank you" and gift giving fits into your overall marketing plan. The early part of theyear is a good time to think about how you want to go about fostering those client relationships for theyear, including those end ofthe year recognitions.

Cards at Other Times

Many firms and individual lawyers send holiday cards. It's traditional, it is recognized as a good timeto acknowledge relationships, and it comes at the end of the year when we are reflecting upon ourclient work. That's the upsioe. But if one ofthe purposes ofsending cards is to stand out to a client andto be recognized, this is the time ofyear when there is the most traffic. One ofthe other times when itmight be preferable to send a card would be for Thanksgiving, a holiday devoted to giving thanks forthe good things in life, and one that is not associated with any specific religious faith. Valentine's Daycan be another time to recognize your clients and you can probably be assured that you will be the onlyprofessional service firm who will express your affection for your clients on that day. Ifyou have acloser relationship with a client, thanking them on their birthday could also be a way ofcreating amore personalized response to their use ofyour services. Just as the holidays may not be the best timeto send a card, it may also not be the best time to hold a client function. Some firms hold aThanksgiving, or harvest oriented event to make the passage of the season into winter, and say thankyou at a time ofyear when clients may not be as besieged by holiday activities. Events held in thesummer as a picnic or at a baseball game can foster a more informal environment, and can also offerthe chance to get to know clients' families as well.

One of the other benefits of client events is the chance for clients to meet one another. Businessrelationships or connections can be forged in these settings between clients as well as with the hosts ofthe event.

IndividuaUze Your Recognition

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"There is nothing wrong with recognizing all ofyour clients in the same way, but there can be somegreat advantages to trying to recognize clients as the individuals that they are. One size can fit all, ,butthe best recognition is often that which acknowledges the uniqueness ofthe individual responsible forsharing business with you.

Ifyou know that your client is a golfer, sending golfballs with your firm name, or his or her namemight be an appreciated gift, but if your client doesn't golf, this "one size fits all" response can be aclunker. The same thing goes for sending wine, food, or candy. Above all, you want to make sure thatanything that you give your client as a gift is not in violation of any internal policy of theirorganization about receiving gifts.

One of the best ways to think strategically about gift giving is to observe your client during the yearand to pay attention to the things that they talk about in your more casual conversations. Twenty yearsago most attorneys were men, and most clients were men. But times have changed, and it's importantnot to make assumptions about your clients and what they might be of interest to them based upontheir gender.

At the same time, firms recognizing that women clients and women attorneys may have different waysofconnecting than their male counterparts, are trying to engineer events and gifts that may be ofgreater interests to female clients. These may include events such as a female client and attorneyweekends at a spa, with scheduled and unscheduled activities, or a charitable event that offers womenclients and attorneys an opportunity to hold an event benefiting a charitable organization whoseprimary client populations are women or children.

Another aspect you might consider is how critical this client is to your business success. You may notwant to give the same recognition to a client responsible for 25 percent ofyour business than youwould to a client who has sent you two matters in a year.

A two-attorney firm I know gives their clients cookie gift boxes every year. The principal happens tobe married to a caterer; and together they bake hundreds of fabulous cookies for his clients. The twoattorneys then deliver the boxes of cookies themselves to the many not for profit agencies theyrepresent. Their clients have come to look forward to this gift every year with great anticipation. Andthe "sweat equity" and personal approach always makes a great impression.

Remember, It's About Them

Sometimes when law firms mix marketing with gift giving, they have a tendency to want the gift to bea reflection of their finn. Hence the coffee mug with logo, the key chain with logo, and/or the umbrellawith logo. This is not the time to be self-serving. If the gift is truly about the recipient, giving brand..oriented materials may not show your true appreciation. Sometimes people give their clients gifts thatinclude gift certificates for restaurants. Although your client may enjoy your time, it may be more of agift to let them have a great meal with their spouse or friend without an attached business component.On the other hand, time with their attorney without an accompanying bill can be perceived as a gift.The key is to know your client and what will make them feel appreciated.

Recognizing Others through Charitable Giving

One ofthe best ways to make an impression on a client is to recognize a charity. This can be done in afirm wide way, or you can instead make a donation to a charity or not for profit organization mostfavored by your client. Does your client sit on the board of any not for profit groups? Does this

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business entity participate in a particular charitable giving program? Ifyou take note ofthe charitableevents to which your client may have invited you over the past year you may find a key to somethingthey would appreciate receiving in terms of recognition. Some firms simply tell their clients that in lieuof individual gift giving that the firm has decided to name a specific charity as their recipient of acharitable donation for the year - or that they are donating the money they might have spent on aholiday event to a charitable organization.

Be Spontaneous

Sometimes the best way to recognize the client is by acting on the moment. Ifyou have received aparticularly nice piece ofbusiness, or ifyou have completed a large transaction that involved asignificant time commitment on the part of the client, acknowledging that commitment with a letter, ora gift at the time, once again being mindful ofpotential gift policies on the part ofthe client. A note ata time when you aren't heavily invested in a clients' work, thanking them for their past commitment to-your firm is also welcome. Tending the relationship in times when you are not doing a significantamount ofwork for someone can help keep your firm front ofmind, and serve as a reminder that youmight be a good firm to recommend to someone else.

Being There

Of course the best way that you can show your appreciation of a client is through doing good work.And the best way to tend the relationship is through good communication. From the highest grossingpartner to the front line receptionist, everyone in your organization needs to understand the importanceof all ofyour clients. Returning phone calls, responding to e-mail, checking in, and treating all clientmatters with the seriousness they deserve is the best acknowledgement ofall.

Wendy L. Werner is the owner and principal of Werner Associates, a legal consulting and career-coaching organization. She can be reached at www.WendyWemer.comlasociates.

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