Client Relationships

Keith Lee

Imagine you are in the audience at a majestic Broadway play. The theater full, stage set, lighting dim. The curtains part and the play begins. Drama and tragedy unfold over the next two hours. The performance compels an ovation. Done with the play, you and your company depart for dinner.

You’re in Las Vegas at the latest Ultimate Fighting Championship (UFC) event. It’s time for the main event. The lights dim and the crowd roars. Two fighters enter the cage. The championship belt is on the line. The chain link door is locked shut and a grueling battle of wills commences. In the third round, the champion knocks out his opponent. You and your friends slowly make your way out of the arena, heading towards the Strip for a night of fun.

Both the actor and the fighter spend weeks and months in preparation for their brief time under the lights and scrutiny of the crowd. The actor memorizes her positioning, recites her lines, studies her character. The fighter drills techniques for years, conditions his body for months, and studies tape on his opponent for hours. All for one night….

double red triangle arrows Continue reading “What Clients Don’t See (And Don’t Care About)”

Christina Gagnier

Ed. note: Please welcome Christina Gagnier, who will be covering small law firm practice. You can read her full bio at the end of this post.

My foray into writing this column for Above the Law is appropriately timed with a running Evernote scribble of speculative episodes that my partner and I have been sketching out about our lives managing a small law firm. Running a boutique tech law firm in San Francisco led by two women with a bunch of under 35-somethings is fodder for a half-hour “dramedy.”

Hopefully, through some storytelling, this column can provide inspiration, and perhaps to some, caution, about running a boutique/small law firm. Some of the things that happen to us are a little too unbelievable to be true, but I assure you, they happened and continue to make us laugh (or cry).

A little backstory. My partner and I met at law school and quickly came to the realization that we needed to get back to work, or the entire experience of simply reading a lot of old material and regurgitating it back on exams would quickly claim our souls. So, as is the San Francisco entrepreneurial way, we started our law firm, then solely a public affairs consulting firm, by incorporating in the back of our Evidence class.

The starting operating budget? $87 from an AT&T account deposit refund. We scurried to the nearest Bank of America and began to live the American dream of being lawyers in a big city. I guess it was the American dream if the American dream consists of crashing on office floors, sleeping in airports, and working out of Starbucks. It was 2008, and we thought to ourselves, in the midst of the greatest economic upheaval since the Great Depression, that we would simply walk out of law school and start a law firm. Well, we are still here…

double red triangle arrows Continue reading “Pilot: When It Gets Real, It Gets Real — Pistol Whippings and Maintaining Confidence”

Everyone has an opinion about a trip to Disney World. Some people relish immersing themselves in the experience, while others bemoan the long lines, incessant invitations to spend money, and roaming packs of at-turns hyperactive and hysterical children.

Personally, I fall somewhere in the middle, if leaning a bit to being a Disney-phile as opposed to a Disney-phobe. Having just spent a week there with my family, I can attest to the importance of having realistic expectations regarding the trip — such as recognizing that it will not be a relaxing “vacation,” in the traditional sense. Whether physically or emotionally, anything more than a day visit can be quite draining. At the same time, it is also a lot of fun, and can be quite educational for the kids as well. And there is a lot we can learn as lawyers from the way that Disney goes about its business….

double red triangle arrows Continue reading “Beyond Biglaw: Disney Lessons for Lawyers (Part 1) — Customer Service”


Until last month, my entire legal career had been spent at large law firms. With a pretty specialized practice focusing on intellectual property, mainly patent litigation. And until last month, I never really needed to hire a lawyer, with one exception. Thankfully, it was for a good reason, to help me close on my house.

Which my lawyer handled with aplomb, so I am happy to recommend him if someone needs a good generalist solo based out of New York City. Even though my general tendency is to try and learn everything I can about something, when it came to buying a house, I really wanted nothing more than to have someone else deal with all the legal stuff. The fact that I was up for partner, and working pretty hard at my Biglaw firm that year, contributed to making me a “just get it done” type of client. Because I trusted my lawyer, and he demonstrated competence and responsiveness, I never needed to get out of that mode. We closed, I paid, and life went on.

I paid happily, and very quickly, because I had engaged someone to provide a service, and saw the results in a timely manner. Even though it was not a complicated transaction by any means, and I probably could have handled it myself, I valued my lawyer’s contribution and thus was happy to pay. I appreciated the small touches — like being handed a binder with copies of all the signed closing documents right after the closing. At the same time, I never really got engaged in the process enough to care to learn about it.

Comparing the experience I had then to my typical patent matter, the difference is stark….

double red triangle arrows Continue reading “Beyond Biglaw: Myself, A Frustrated Client”

How do you deal with a difficult client?

Don’t be ridiculous: I’m not a difficult client! You’re a difficult lawyer!

I’m pretty busy. So how many drafts of your brief do you think I want to review?

One, reflecting your very best work? Or six, with each version fixing a typo or massaging the language in footnote three, so that I can see your next iteration?

When do you think I want to see your draft?

The morning it’s due, so that I won’t have a chance even to read the thing and, if I manage to read it, you won’t have time to make corrections? Or three days before it’s due, so we have time to make the brief right?

Do you think I want to circle all the typos and cite-checking errors in the draft you send to me? Believe me, I do not want to do this. But I can’t help myself: I spent two years entombed in the sub-basement of the library at The University of Michigan cite-checking articles and imprinting the Bluebook on my brain. I’d be delighted not to notice your errors, but I don’t have that capacity. This stuff is hard-wired into my very core.

How about your run-on sentences, use of the passive voice, and other grammatical and stylistic errors?

double red triangle arrows Continue reading “I’m Not A Difficult Client; You’re A Difficult Lawyer!”

Ed. note: This is a new column from a person who didn’t just go from Biglaw to a smaller office, he went from big bad New York City to someplace where they care about the Big Ten network. It’s a different client roster and a different life.

As promised, the topic of this column is the difference in client service when you move to a smaller regional firm. First things first: I see from the comments on my last article that many of you are curious about the clients I represent here in Real America. Apparently it is very hard for some of you to believe that the types of clients that you have on the coasts also exist here in the Midwest. Believe it or not, we have banks! We have real estate investment trusts! We have life-science companies! We have parts manufacturers for any number of industries! We have mortgage servicers! We have large retailers with labor and HR issues!

And because these things exist, they need help from attorneys like us….

double red triangle arrows Continue reading “What Kind Of Clients Do You Have In Flyover Country?”

Biglaw firms have a problem. They can’t get their senior partners to retire. Or to pass along their clients to younger partners fast enough.

The reasons for this unwelcome phenomenon are straightforward. First, today’s Biglaw senior partners are making too much money. Would you retire if you were making seven figures and billing 1200 to 1500 hours a year? Of course not. Especially if you are helping to support your children. Or in this age of the 70-year-old rainmaker, a grandchild’s “education” as a communications major at the top party school in this year’s rankings.

Kidding aside, I know that many senior partners have very valid reasons for continuing to maintain their Biglaw practices. But that does not mean that what works for them at an individual level is what is good for Biglaw as a whole. In fact, I think the “sticky senior” issue is the greatest long-term threat to the continued viability of many Biglaw firms….

double red triangle arrows Continue reading “Biglaw’s Sticky (-Handed?) Seniors”

Business development sometimes seems like an impossible task. Winning new clients, or generating new business from existing clients, isn’t easy. If you doubt this, check out in-house columnist Mark Herrmann’s excellent column, Nothing You Can Say Can Cause Me To Retain You (explaining all the strategies for trying to obtain his business that won’t work). The challenge of getting new clients explains why so many firms resort to effectively trying to buy clients, by luring lateral partners and hoping their books of business come with them.

But still, every now and then a law firm does get hired by a new client. And every now and then a law firm gets fired by an existing or even longstanding client (even though it’s not easy to displace incumbent counsel, especially if they’re decent).

Why do clients hire and fire their outside counsel? A new survey offers some answers….

double red triangle arrows Continue reading “Why Do Law Firms Get Hired — And Fired — By Their Clients?”

I’m closing in on 250 columns at Above the Law, devoting many of them to mistakes that I’ve recently witnessed (or heard about) (or, I should say to protect the privilege, simply ginned up out of whole cloth).

Remarkably, I’ve not yet written about an obvious error that occurs regularly: If you say that you will communicate with someone on a certain date, communicate with the person on that date.

Period.

Think for a minute about how often people screw this up, both in-house and at law firms.

In-house, some crisis arises. You take the helm. You send an email to the relevant folks in the organization saying, “I’ll get to the bottom of this, and you’ll know the answer by the close of business my time tonight.”

The close of business comes and goes, and what happens?

double red triangle arrows Continue reading “‘I’ll Get This To You On Friday’”

I am not sure what I agreed to, or what button I selected, but yesterday Linkedin sent network invitations to seemingly everyone on the planet with whom I have ever corresponded by email. For the past two days I have received numerous invite acceptances; my once small network is now seemingly unmanageable in scope. However, some really great news has accompanied many emails. Several people with whom I have spoken over the years have written to update me on their job hunting – and the news has been universally good. I have always held the identities of those who have written in confidence, and I will continue that practice. But, I can comfortably report that jobs have been attained in government work, private practice, and in-house. The economy is tough, and hiring prospects are not back to mid-90s levels, but there are positions to be had, and to the most tenacious go the spoils.

double red triangle arrows Continue reading “Serving One Client”

Page 3 of 91234567...9