That’s not a math problem. It’s a formula for success in your practice. The more time you spend fostering your relationship with your client, the less time you’re going to have to spend when something goes wrong.

Things will, inevitably, go wrong. It’s the nature of the game. A judge will rule against you on a motion. You’ll miss a scheduled phone call due to a meeting going long. You’ll accidentally send an email to Sally Jones instead of to Susie Jones. Things happen.

The question is – how will the client react? Will the client melt down requiring you to spend hours talking them off the ledge? Or will the client roll with the punches, adapt and move forward?

That’s where the formula comes in. The better the relationship with the client, the less likely it is that the client will experience an emotional upset over the problem. The client will know that you’re on their side, that you’re someone they can trust and count on, and someone who, like them, will make a mistake from time to time. If the relationship isn’t well established the client is far more likely to assume you’re being disrespectful, that you didn’t do all you could or that you’re not focused on their case.

I’ve done the math and the investment of time, up-front, pays off in the long run. Keeping the client on track by making them feel special, before the upset, is the smart way to go. You can do little things that build the relationship. Things like –

1. Calling them to make sure they’re doing okay. Don’t let every call to the client be a response to the client’s call. Be proactive about communicating.

2. Thank the client for allowing you to be of service. Send a handwritten note early in the representation.

3. Call the client each time a document comes in or goes out. Let them know what the document means and how it will impact the progress of the case.

4. Talk to the client for free. Explain that you’re not billing for a particular call or meeting.

5. Tell the client a story about your life. Be human – laugh with the client, joke with the client, worry – out loud – about the client.

Some lawyers tell me they don’t have time to invest in their relationships with clients. They’re too busy doing the work to spend time on the soft stuff. I’d suggest to you that doing the soft stuff is “the work.” That’s where the game is really played as far as most clients are concerned.

Some lawyers tell me that can’t afford to do things that aren’t billable. They can’t skip the billing for a call or do other things without being paid. I’d suggest that you won’t be billing for the time calming the client upset at your mistake. The investment of time now, rather than later, will be cheaper and will leave you in a place where you’re far more likely to have a satisfied client and a good referral source.

Some lawyers tell me they don’t want to connect with their clients in a more human-personal way. I’d suggest that maybe family law isn’t for you. Maybe you should be a commercial real estate lawyer or an intellectual property specialist. Family law is, for better or worse, all about connecting with people.

More time in relationship equals less time in recovery is an important formula to remember. Too much time in recovery will cost you in more ways than you can count.