client relations

Star Trek, beads and wire, sculpture by Devorah Sperber, Spock, Kirk and McCoy: Beaming-In (In-Between), Microsoft, Studio D, Redmond, Washington, USA" by Wonderlane

From Star Trek — The Motion Picture:

Doctor McCoy: Spock, you haven’t changed a bit. You’re just as warm and sociable as ever.

Spock: Nor have you, Doctor, as your continued predilection for irrelevancy demonstrates.

Spock is a Vulcan. He gets away with living by “reason and logic with no interference from emotion,” but that’s because his extraterrestrial humanoid species gave “massive assistance to a devastated post–World War III Earth, enabling the planet to eliminate poverty, disease, and suffering within a single century.”

Lawyers, unless you can save planet Earth like the Vulcans did, don’t be so cocksure about the upside of being a 24/7, devoid-of-emotion, professional a-hole….

double red triangle arrows Continue reading “Thinking Like A Lawyer Is A Technique — Not A Lifestyle”

Clients are in the driver’s seat these days. Lawyers, even partners at prestigious and profitable firms, must bow and scrape before in-house counsel to land engagements.

It won’t be long before beauty contests actually include, well, beauty contests. What rainmaker worth his or her salt wouldn’t strip down to a swimsuit if required to do so as a condition of being hired? (Assuming that seeing the lawyer in swimwear would actually appeal to the client, that is.)

Not long ago, some Biglaw partners had to humiliate themselves in order to land a major matter. What did they have to do for the deal?

double red triangle arrows Continue reading “I’d Do Anything For A Client, But I Won’t Do That”

Keith Lee

One of the great, unspoken realities of being a new lawyer that is never mentioned in law school is that you are going to screw up – badly. And then you’re going to have to explain it to your client or supervising attorney.

You’re going to miss a deadline, not file an objection, miss some case law, or not contact an attorney involved in the case on a hearing. A mistake is going to be made and it will be your fault.

You may be tempted to try and shift the blame. Come up with excuses as to why something outside of your control caused the problem. That you were swamped with work and had too much on your plate. He said, she said. But if it was a task assigned to you, it is your personal responsibility to make sure it was completed on time and specification.

As the task, and subsequent mistake, are your responsibility – you must own it….

double red triangle arrows Continue reading “3 Steps To Owning Your Mistakes”

After attending a “meet and greet” dinner put on by our primary outside counsel recently, I was inspired to reflect on that sometimes tricky relationship.

There needs to be trust, but there needs to be distance too. A client perspective after the jump, but I’ve been on both sides, and I think it goes both ways. To all you outside counsel: enjoy your freedoms….

double red triangle arrows Continue reading “Qui Tam: Memo To Outside Counsel”

For Biglaw attorneys, it can take a while to realize the importance of face-to-face interaction in the business world. Especially for those young attorneys who start working at Biglaw firms immediately after graduating law school, and who attended law school immediately after college. In my case, I had a year of real “work experience” before starting law school, but in a very junior position.

So I was not involved, as I suspect most young people outside of tech startups are, in important business interactions. It is debatable whether someone’s experience seeking funding for an app that locates and arranges delivery of fresh donuts on a 24-hour basis counts as “real” business experience of value to lawyers. Nevertheless, many Biglaw attorneys land in their partner-discarded Aeron chair knock-off by jumping directly off the college-law school cliff of debt. And as a result have never attended an important business meeting before joining Biglaw. Ever….

double red triangle arrows Continue reading “Beyond Biglaw: The Personal Touch”

Christina Gagnier

Anyone who is a lawyer can relate to the perennial quest to find work-life balance, but this odyssey becomes compounded when you are also the boss. Even though acquiring all of your business, as well as making sure the legal representation you provide is good, determines whether you may be paying your rent in a given month, you have to decide where you draw the line with your clients.

Drawing this line also works to the benefit of your clients, who end up getting more comprehensive and meaningful counsel than through the superficial interaction that not drawing these boundaries may lead to…

double red triangle arrows Continue reading “Episode 11: Work. Life. Balance.”

Keith Lee

It’s often incredibly difficult to let things go in today’s always on, always connected world. There is a desire to multitask and switch gears at all times.

Check Twitter, check email, review a letter. Write a couple paragraphs in brief, get phone call. While on phone, pull up Facebook. Phone call ends, check Twitter, back to brief. Another lawyer sticks head in office, wants to talk about an issue in a different case. Finish conversation, back to brief, an urgent email notification pops up. Read email, not really that urgent. Reply anyway. Couple more paragraphs into brief, calendar notification goes off. Lunch scheduled with another lawyer in 25 minutes.

What are the chances that any of the work you just produced was actually of high quality?

double red triangle arrows Continue reading “Make The Time To Be Remarkable”

In last week’s column, I discussed the importance of external communication during the mediation process in securing a favorable result for a client. Many of the people who wrote to me as a result of last week’s column agreed with my general premise that mediation is an important skill for the contemporary litigator, and that mediation’s importance will only continue to grow.

A primary driver of that growth will be the continued desire of clients to reduce litigation costs. More and more, clients are recognizing the value of mediation as a means of resolving disputes early and with certainty. Accordingly, those same clients are looking to their outside counsel to guide them through the mediation process, and it is safe to assume that how outside counsel fares at that task could be a crucial factor in terms of a client’s willingness to send that lawyer more business….

double red triangle arrows Continue reading “Beyond Biglaw: Mediation Matters (Part 2)”

At the recent ReInvent Law NYC conference, one of the speakers, Abe Geiger, founder and CEO of Shake, used an apt term that I’d never heard before: “tiny law.” As I understood the phrase, “tiny law” refers to all of those day-to-day contractual arrangements consumers enter into every day – only through standardized forms or handshakes or oral agreements rather than formal written contracts. And that’s the raison d’être of Shake: to help formalize those millions of tiny law transactions in a simple but custom agreement generated on a mobile device.

Will Shake displace lawyers, particularly solos and smalls who are most likely to handle “tiny law” problems? At least one piece by William Peacock, from a few months back, suggested that Shake could pose a threat to lawyers. But from a solo or small perspective, Shake is actually a godsend….

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I worked at law firms for 25 years. I observed many things and heard many others.

Now I work in-house, and I have to select counsel to represent me.

If I saw you in action (or heard about your reputation) back then, will I hire you now?

It’s obvious how you could have impressed me: You could have put the client’s interests first, and you could have been breathtakingly good when analyzing issues, negotiating settlements, preparing briefs, or appearing in court.

But what could I have seen or heard that forever removed you from my subconscious “approved” list? What are the deadly sins?

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