Client Service

Think Like a Client: Mind the Gap

Let’s face it: Lawyers don’t think, talk or write like regular people. We’re trained not to. The systems we work in are bewildering. The language we speak is full of specialized terms. The documents we create are both written in our language and designed to work within the legal system, making them highly unfriendly to non-lawyers. Regular people know this, and yet they come to lawyers every day (often unwillingly) for help with some of the most important issues in their lives. Many of them have little idea what to expect from this experience, except that whatever happens will probably be confusing and expensive. It’s little wonder, then, that clients are anxious when they walk through your office door. You can’t avoid it at the start of your relationship, but you can alleviate confusion and anxiety if you do two things ... READ THE REST

Originally published September 16, 2014
Last updated June 7, 2020
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