ONTARIO LAWYERS SHARE THEIR BEST CLIENT SERVICE TIPS
In real estate,the devil is in the detail. We don’t produce the legal equivalent of fast food for a purchaser client. The key is the first meeting with the client, at which time we set out what is involved in the retainer - what the client is paying for - and what is not covered because either the client will satisfy itself or take the risk of proceeding without any particular investigation.
- - Raymond Mikkola, Pallett Valo LLP
Gently deflate expectations. From the beginning let your client know you cannot capture the moon and stars, and they will be grateful when you secure their more reasonable objectives.
- - Leslie H. Morley, Morley Law Office
Find out on intake why your client chose to retain you.This will assist you in understanding your client’s expectations. It will also allow you to ascertain your referral sources. You can then assess the effectiveness of your advertising, and thank the individuals who send you business.
- - Pascale Daigneault, Fleck Law
Allow time for conversation to flow.You may think you know all the questions, but sometimes your client will have answers that you never thought to ask.
- - Barbro E. Stalbecker-Pountney, Barrister, Solicitor, Notary Public
The best advice I received as a young lawyer, which continues to serve me well, is deceivingly simple. Work hard. Immerse yourself totally into every file and always go that extra mile. Your reputation for hard work will be noticed and appreciated not only by your clients but by opposing counsel and judges.
- - Gus Camelino, McLean & Kerr LLP
Open and honest communicationis key to ensure a successful client-solicitor relationship. Clients should feel comfortable asking the lawyer anything about the case, and lawyers should provide their clients a complete and comprehensive analysis of the case.
- - Cynthia Aoki, Jones Harley LLP
In real estate,the devil is in the detail. We don’t produce the legal equivalent of fast food for a purchaser client. The key is the first meeting with the client, at which time we set out what is involved in the retainer - what the client is paying for - and what is not covered because either the client will satisfy itself or take the risk of proceeding without any particular investigation.
- - Raymond Mikkola, Pallett Valo LLP
When approaching a prospective client or dealing with an existing client on a difficult issue,imagine yourself in that person’s shoes and focus not on what you want to say but rather on what that client wants to hear.
- - Kelli Wight, director of business development, Cassels Brock
Never underestimate the importance of a face to face meeting or a phone call. While modern technologies such as voicemail, email and faxes may make communications more streamlined and efficient, the connection that comes when you speak directly to a client has no equal.
- - Suzana Popovic-Montag, Hull & Hull
Return all communications from clients within 24 hours – I still need to work on this.
- - Guillermo Schible, Hodder Barristers
Being fully upfront about the realities of litigation is the key to serving a client. Before the client embarks on a lawsuit, explain the costs, the delays and the stress of litigation. Explain how our “loser pays” cost system hits people when they are down. Explain the difference between the search for the “truth” and a “just result.” Make sure the client knows the challenges ahead. You’ll know you have served the client well when they tell you at the end: “that wasn’t nearly as bad as you said it would be.”
- - David Sterns, Sotos LLP
If your plan isn't in writing, it isn't a plan; it's an idea. Ideas are a dime a dozen.
- - Grant Buchan-Terrell, Business Lawyer
At the outset of the relationship, I like to ask clients how they prefer to receive correspondence (email, fax, mail) and where (home or office). You would be surprised at the number of clients who prefer a letter sent to their home marked confidential rather than an email.
- - Julia Lefebvre, Lenczner Slaght
You can run but you can’t hide; and when you’re found you just end up being more tired from the run. Don’t run from your clients; avoiding them just causes greater problems in the long term.
- - Elizabeth Mourao, Ricketts Harris LLP
Approach client service like a 5 star hotel approaches customer service. People who feel like they are the centre of the universe are rarely dissatisfied and rarely complain.
- - Simon Borys, Queen’s University
Mind your manners; say thank you for the referral when it comes in and when the file closes. The personal touch is irreplaceable.
- - Jamie Trimble, Hughes Amys LLP
Communicate. Ensure that you let the client know what is happening on the file and determine if they want to know every month, every time something happens, quarterly, etc.
- -Jacqueline Armstrong-Gates, Gowlings
Do not take on work outside of your core area(s) of practice. Doing so puts a lawyer at undue risk of a negligence claim and often amounts to stressful and regrettable files.
- - Patrick James, Pinto Wray James LLP
Give fearless advice and speak truth to power!
- - Mark Berlin, McGill University