Litigators

How To Navigate Client Communication As A New Attorney

Having a plan and keeping things simple will help you nail client communication.

By David Forrest  
on

Let’s face it, client contact is a daunting task for any attorney, especially a newly minted one. This was especially true for me in my first few weeks as an attorney, during which time I found myself overanalyzing each client email I sent, and feeling nervous before client phone calls or meetings. However, I eased my nerves and improved my client communication skills by speaking with my colleagues, and implementing the following advice: (1) keep things simple, (2) plan ahead, and (3) update often.

KEEP THINGS SIMPLE

When writing about complex legal concepts with clients (or anyone), it is crucial to keep things simple to make sure that everyone is on the same page. This is equally important whether communicating via email, telephone, or in person. However, you can accomplish this goal in different ways depending on the medium of client communication.

Emails present a unique challenge, as it is easy for a client to gloss over a long, dense email and miss crucial information. However, you can simplify a legally complex email to a client by including your “ask” (that is, whatever you need from the client and any applicable deadlines) in the first paragraph, and making use of subject headers to separate out different subjects. Consider also including the date and time of such “ask” in the subject header of your email. Additionally, try to avoid using legalese unless absolutely necessary, and, if it is, make sure to explain the concept using more accessible words.

PLAN AHEAD BEFORE ANY CLIENT PHONE COMMUNICATIONS OR MEETINGS

Before any scheduled phone call or other in-person meeting with a client, make sure to plan ahead, and gather any required documents (as well as your thoughts). While this may seem obvious, clients know the value of their (and your) time, and do not appreciate any delay, regardless of its form. Therefore, make sure you take the extra few minutes to outline your thoughts or pull up the documents that you need to discuss prior to getting the client on the line or in your office. While live and phone communications are fluid (and sometimes unpredictable) by design, you can lessen the uncertainty by planning ahead.

UPDATE OFTEN

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Finally, frequent communication is the key to successful client communication. Like any skill, client communication skills improve with practice. At our firm, we update clients as frequently as possible, and make sure to update after any substantive change in their case. This practice demonstrates to the client that their matter is important to you, and also helps build a rapport, both of which should make you feel more confident in future updates.

Client communication can be nerve-wracking for a new associate. However, as long as you endeavor to keep things simple, plan ahead, and update often, your client communications should go smoothly and without worry, leaving you more time to accomplish your other obligations as an attorney.

David Forrest was an attorney at Balestriere Fariello, a trial and investigations law firm which represents clients in all aspects of complex commercial litigation and arbitration from pre-filing investigations to trial and appeals. You can reach firm partner John Balestriere at john.g.balestriere@balestrierefariello.com.

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