As an articling student, and even as a young lawyer, direct interactions with clients can seem daunting. Many of us will confess that when we were first directed to send something to a client we spent far too long drafting the email, trying to carefully pick each word, and poring over it several times to make sure that names were spelled correctly, that our sentences sounded right, and that we didn’t sound too informal or too cold. In preparation for our first in-person client meeting many of us recall meticulously reviewing the client file in case a detail came up, rehearsing some friendly conversation, and even agonizing over what to wear so that we looked professional, but not over the top. As time went on and we were asked to send more emails to clients, to communicate legal advice, get direction, or provide updates, and the emails and in-person chats finally became easier. Practice makes perfect after all, and eventually every young lawyer finds their professional voice in their communications.
Similarly, the day eventually comes when an articling student or a young lawyer has to take on a file by themselves. For some this comes sooner than others, but almost all of us have to eventually take on a file and the related client on our own, and the communications skills we have developed to that date are suddenly not enough. Communicating intelligently, professionally, and in an approachable manner is still valuable of course, but as the lead on the client’s file there are additional responsibilities and considerations. Your client is going to view you as “their lawyer,” and they are going to be looking to you to guide them through whatever their matter is, and all the ups and downs that come with it. As such you are not just giving them the usual updates and advice, but also having to set expectations for their matter, establish deadlines and pacing for deliverables, and potentially deal with the practical business of the file, all while managing any other files you have on the go. This is client management, and for many of us it can feel a lot like the learning curve we experienced when we first started talking to clients. But just as we all develop our professional voices through practice and the advice of our colleagues, so too will we develop our client management style, and just like the first time around we can develop these skills better through careful planning and practice.
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