It’d go in opposition to your grain to fireplace a consumer, however frequently taking the time to concentrate on consumer choice — and deselection — needs to be a part of each lawyer’s self-discipline.
When you find yourself a brand new lawyer, plainly each consumer needs to be welcomed with open arms. Extra mature legal professionals know that’s not essentially so.
Which brings me to a pal of mine who used to apply legislation in Columbia, S.C., and his New Yr’s ritual of consumer alternative. Let’s name him Al — not out of some unusual homage to Paul Simon’s “Graceland” however as a result of his identify is, properly, Al.
Each New Yr, Al gave himself a gift.
Late within the afternoon on New Yr’s Day, he’d settle right into a rocking chair searching over his again backyard, a glass of George Stagg whisky in his hand. Rocking gently, Al would take inventory of the 12 months and contemplate how his agency had fared. How he had accomplished. Not so totally different from you or me, however Al’s annual ritual had a punchline. As he sipped his whisky, he thought-about every one in all his shoppers — which had been probably the most troublesome, probably the most difficult to handle, the least nice to work with.
Al reckoned there have been at all times a couple of shoppers who took extra vitality than all of the others put collectively. Who have been fixed trials. Purchasers whom he may sense would take pleasure in complaining about him. And even suing him. Purchasers who weren’t definitely worth the hassle.
He would decide one in all them. And he would fireplace that consumer.
It was at all times an infinite reduction to make the choice.
Later, he would wind down the work for the consumer, end the final transaction and, with the ultimate invoice, ship a letter confirming that the attorney-client relationship was at an finish.
On this manner, 12 months after 12 months, Al struck one consumer from the listing with out remorse.
Over time, his consumer listing got here extra into focus.
These have been the shoppers whose work he loved. Purchasers who turned pals, who paid on time and who valued his work. These shoppers turned the spine of a really profitable agency. And a key a part of his agency’s success was Al’s annual ritual of consumer alternative on a winter’s afternoon overlooking the backyard.
You don’t should go to Al’s lengths. However frequently taking the time to concentrate on consumer choice — and deselection — needs to be a part of each lawyer’s self-discipline.
Regulation apply gurus like Anthony Davis inform us that being rigorous about consumer choice not solely is nice for danger administration, but it surely’s additionally good for the underside line. And it’s good for lawyer happiness.
It actually labored for Al.
This text, written by our pal and founding advisor Simon Chester, was initially printed in our first month — January 4, 2011. We expect it holds up!
Slim Your Focus: Set up a Area of interest Apply and Develop
A Letter of Closure for All of the Proper Causes
Shopper Engagement Agreements: Blunt Phrases I Want I May Embrace
Picture © iStockPhoto.com
Don’t miss out on our day by day apply administration suggestions. Subscribe to Lawyer at Work’s free publication right here >
