Work as an attorney long enough and you’re bound to run into your fair share of irate clients. But how do you handle angry clients without getting pulled into an all out argument? Let’s take a look at a few tips for deescalating irate clients and keeping calm under fire.

Acknowledge The Problem

The first thing you need to do when dealing with an irate client is acknowledge that they have a legitimate issue that is making them angry. This first step is very important because some lawyers make the mistake of offering “form letter” acknowledgment of an irate client’s problem. This “form letter” response usually goes something like this:

“I’m sorry you had a problem, sir. I will take a look at it and get back to you.”  

Or worse:

“I’m sorry you feel that we did something wrong. Unfortunately, our policy doesn’t allow me to do much about the issue.”

While most attorneys will finesse their responses a little bit more than what’s stated above, the spirit of the “form letter” is still there. The problem with “form letter” responses is that they don’t truly acknowledge the fact that the client has a legitimate reason to be angry. Saying something along the lines of, “I’m so sorry this happened. Of course you are angry, and I plan to fix the issue right away,” will actually go a long way in defusing an irate client’s anger.

Step Out Of Lawyer Zone

Lawyer’s are by nature argumentative, but you’ll want to resist the urge to debate with an irate client. Even if they have clearly made an error in understanding something, you want to avoid launching into an effort to correct them, especially if they are at the height of their anger.  Give them a moment to blow off some steam then calmly but firmly correct any misunderstanding. But make sure you have the facts to show them that they’ve made a mistake.

Stay Objective

When irate customers rage at you it’s never personal, even when they make very personal comments about your professional standards or abilities. You must always keep in mind that the client is angry because their expectations were not met in some way and they didn’t get their needs fulfilled. If you can meet their expectations and fulfill their needs, an irate client will go from bitter to sweet almost immediately.

Problem Solve

Never tell a client you can’t do anything to help them, especially if they’re irate because of an error you made. Even as the client is raging, you should be busy formulating solutions that will work best for them. A matter of fact, try to come up with several options so that the client has a choice about where they want to go from here.

Learn To Let Go

Sometimes you simply can’t make a client happy no matter what you do. That’s why it’s important that you’re ready to release a client who can’t be satisfied. Never allow yourself to be held hostage by an irate client who turns abusive or impossible to work with.

Learning to handle irate clients will help you salvage damaged client relationships when things get tough.

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Jane Oxley is President of Smokeball, a productivity and case management software provider that increases efficiency and profitability for solo attorneys and small law firms. Jane’s worked in the legal field for her entire career, spending over 20 years engaged with small law firms. She has a strong affinity with small law firms and the crucial role they play in the communities they serve and is passionate about helping them work towards more productive and less stressful practices.