Last week, I published an article on stopping annoying client calls. We all know how some clients can call repeatedly to the point where we wonder whether our heads might soon explode. It’s tough. I offered a 7-step plan to stop the calls and got a number of questions and a great deal of feedback.
The most frequent question was “What happens if I have absolutely nothing to say or report?” Some asked what they should say if things are held up by opposing counsel or if things are waiting at the clerk’s office. What if there isn’t any response from the other attorney?
You simply call the client and provide an update. If nothing is happening, report that nothing is happening. The client is pleased to hear where things stand. If the fact that things aren’t happening is caused by someone else, then report that fact. “I’m still waiting on a call back from opposing counsel. I’ve called each day and sent an e-mail, but I’ve heard nothing yet.” Perfect. Your client will understand what you’re doing and how hard you’re pushing. He or she will know that you’re doing your part.
Another question was “What do I do if I know there’s a problem or mistake on my part and the client is going to be upset every time I call until it’s fixed? Should I call?” You should absolutely call and report on your progress toward fixing the problem. That’s the least you can do since you made the mistake (and we all make them—I’ve made some doozies). If you over-communicate with the client, you’ll start to repair the relationship. Keep reporting on your efforts to fix the situation. Communicate, communicate, communicate. It wasn’t the crime that got Nixon in trouble: it was the cover up. Communicate.
I was also asked, “Does it matter if the call comes from me or a staff member?” I’d suggest you make the call if you’re the attorney handling the file. If you’ve handed the file off to another attorney in your firm, let that attorney make the call. Clients have a strong preference for talking to their attorney. However, I’ve done it both ways, and I’ve had a great deal of success with a paralegal making the call. Realistically, a client getting lots of communication and attention is a happy client, and the client is rarely going to complain about the source of the communication. Try the staff call approach if you wish and see how it goes.
Finally, I was asked about driving the client crazy with calls. “Don’t some clients just want to be left alone if there isn’t anything happening?” Yes, I’ve had clients ask me to call less frequently on very rare occasions. I’ve ignored them and called anyway. If a client wants to fire me for over-communicating, I’m good with that. Of course, that hasn’t happened yet.
If you haven’t tried my 7 Steps yet, go back and read the article. You’ll quickly find you’re getting far fewer client calls, you’re dealing with fewer upsets, and you’re feeling good about most of your clients rather than feeling like you need to duck another annoying call.
