Biglaw Associates Should Interact With Clients More

Not only is client interaction important to professional development, but it can strengthen client relationships as well.

Biglaw firms usually have a regimented way of doing business. Partners are often charged with managing clients and interacting with them to obtain information that is relevant to a representation. Partners then break up parts of the representation into projects and assign associates to complete the work. Of course, some firms use different methods of doling out work, and counsel or senior associates might also be involved in this process, but more senior lawyers are usually almost exclusively involved with connecting with clients at top firms. However, more Biglaw shops should encourage associates to communicate with clients directly in order to improve the representation and realize other benefits.

When I was an associate in Biglaw, I never interacted with clients unless we were completing a pro bono assignment. I relied on partners to tell me the facts, provide me assignments, and there was definitely a disconnect between the clients and me. Of course, Biglaw partners might not trust associates enough to interact with clients, especially when clients might have questions that would be difficult for associates to answer. Moreover, partners often have deep connections with clients that associates do not have since they have not been practicing for long. If we’re being honest, senior lawyers might also not wish for multiple lawyers to interact with clients for fear that the client may end up moving their work to the other lawyer.

When I worked at smaller law firms, it was very common for me to have client contact. At those shops, junior attorneys had much more autonomy over their files since we all needed to manage a large number of cases, and partners could not handle all client communications. When I first started interacting with clients at smaller firms, I felt disadvantaged because I had no experience interacting with clients at a bigger shop. I had no prior chance to develop a “bedside manner” and a cool-headed way of speaking with clients, which is important because clients often come to lawyers about emotional issues. For months, it felt awkward picking up the phone and speaking with clients because I never had a chance to hone my customer service skills with respect to clients when I was working at a larger firm.

However, having associates interact directly with clients has many advantages. Perhaps most importantly, it can help associates learn accurate information about a matter. In Biglaw, in cases in which associates do not interact with clients, it is usually up to the partner to convey information about a matter. However, just like in the game “telephone,” when you convey information through multiple people, the message often gets lost. Indeed, sometimes in Biglaw, I would make assumptions about a client’s situation that might or might not have been correct because I did not want to trouble the partner to go to the client to get the information. If clients interacted directly with associates, there would be a straight line of communication that might ensure that more accurate information is reflected in the work product an attorney produces.

Another benefit of having associates interact with clients more is that this is solid training that will be useful to associates later in their careers. Law firms invest much time and resources in their associates, and it is hoped that many of the associates will stay at the firm for a long time and make careers at a shop. Should associates get promoted and become counsel or partner, they will likely need to interact with clients frequently. Some firms do begin to bring associates into the fold with speaking to clients as they progress in their careers so that they are ready for the next step in their advancement at a firm.

However, associates can be even better trained if they start interacting with clients earlier on. In this way, associates may get used to the process of intake and interaction that comes with connecting with clients for more years and can be even better at this should they be promoted. The bedside manner and aura that is needed to successfully deal with clients takes time to learn, and Biglaw shops should start the learning process earlier.

Another major benefit of having Biglaw associates interact with clients earlier is that many clients might enjoy seeing the junior attorneys who are working on an account. Many clients get a kick out of seeing the young blood that is dedicated to their work, and clients often like to see that firms are providing opportunities for advancement to junior attorneys. Indeed, earlier in my career when I interacted with in-house professionals, these lawyers loved telling me about experiences they had in their careers and imparting advice on a junior lawyer. This interaction can help build relationships with clients and ensure that clients get to see all of the lawyers who are performing work from them.

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All told, although some Biglaw firms might be hesitant to let junior attorneys interact with clients, such interaction can also have a number of benefits. Not only is client interaction important to professional development, but it can strengthen client relationships as well.


Jordan Rothman is a partner of The Rothman Law Firm, a full-service New York and New Jersey law firm. He is also the founder of Student Debt Diaries, a website discussing how he paid off his student loans. You can reach Jordan through email at jordan@rothmanlawyer.com.

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