Small Law Firms

Rock The Boat

Conflict is part and parcel of being a lawyer, there is no reason to avoid it.

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Last week, I briefly discussed taking the opportunity to embrace conflict. Conflict is part and parcel of being a lawyer, there is no reason to avoid it. That’s not to say that you should charge forward at all times and look for conflict, that’s just being an a-hole. But just that when it does appear, you should welcome it as an opportunity. Because conflict is just a type of change, and change is growth.

But change can often make people uncomfortable. If you rock the boat, there will be waves. If you change a policy at the office, staff might complain. If you adjust your fees, clients will gripe. Even something as mundane as getting a new office printer will often cause people to complain about having to learn a new system. This happens at law firms large and small.

This is because we are all creatures of habit. Our brains are lazy and constantly look for patterns and routines we can fall into as it allows our minds to work less. Which is okay if we’re being disciplined and developing good habits, but not okay if we’re just resisting something new because we’re being lazy. When you make a change that only affects yourself, you can likely deal with any issues without ruffling anyone else’s feathers. But problems can arise when the change you make affects other people’s routines.

When you initially make the change, you should expect blowback. When a change occurs is when you’ll most often receive feedback. People are quick to complain and slow to praise. Those offering complaints about a change are often the vocal minority. So expect people to whine and complain that the old way was better. Or that the new system is flawed. Or your rates are now too high. People will want things to go back to the way they were. But just because people complain, doesn’t mean you need to back down and go back to the way things were.

If you’re running your own shop, you have to trust yourself that you know what is best for your firm. That’s not to say that you’re infallible or you can’t make mistakes, but if you put thought, care, and time into making a decision — you should probably let it play out. People are adaptable, much more than most us think. Give them time to deal with the change and they’ll likely adjust.

During the transition, listen to their complaints and input. Accept criticism (though be mindful of the source) and let them know that you understand that the change may be difficult. But in all likelihood, their complaints are purely reactionary and not actually heartfelt or thought out. Their complaints are just a knee-jerk reaction to change that is affecting their habits and routines. But, eventually, they’ll likely adjust.

Given time, people will integrate the change into their routines. They’ll learn how to use the new printer or legal search platform. The client will be okay with the rate increase. The “old way” will fade into memory and after some time, people will have integrated the change into their routines and be as comfortable as they were before.

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Until you make another change.

Keith Lee practices law at Hamer Law Group, LLC in Birmingham, Alabama. He writes about professional development, the law, the universe, and everything at Associate’s Mind. He is also the author of The Marble and The Sculptor: From Law School To Law Practice (affiliate link), published by the ABA. You can reach him at keith.lee@hamerlawgroup.com or on Twitter at @associatesmind.

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