Handling Difficult Clients: Strategies for Managing Expectations and Resolving Conflicts
“Your customer doesn’t care how much you know until they know how much you care.” ~ Damon Richards
How often do you encounter demanding clients, such as those who constantly demand updates or are never satisfied with the progress? Do they take an excessive amount of your time? Do they cause you stress or financial issues? Have you ever had to terminate a client relationship due to their unreasonable demands or behavior?
As lawyers, we all share the experience of encountering diverse clients with unique challenges and expectations. While many clients are a pleasure to work with, others can test our patience and skills to the limit. It's crucial to remember that demanding clients are an inherent part of our profession, and you are not alone in facing them. How we handle them can significantly impact our professional success and personal well-being. This blog will explore practical strategies for managing expectations and resolving conflicts with challenging clients. By understanding their perspectives and employing practical techniques, you can build stronger client relationships, enhance your practice, and grow personally as you navigate even the most challenging client interactions with confidence and grace. Remember, every challenging client is an opportunity for personal growth and professional development, a chance to hone your skills and become a better lawyer.
Understanding Difficult Clients
Understanding the identifying characteristics of demanding clients is a crucial first step. What makes some of our clients so challenging? This understanding will pave the way for effective strategies.
Some clients have unrealistic expectations. They expect results that may significantly exceed the case's likely outcome. They will never be happy. They will not agree to an amicable resolution because compromise is not in their blood. They expect a result that is only a complete victory, if not more.
Excessive communication demands. Clients may want emails or phone calls every day. They may hound you for more information. They get you on the phone and will not let you off. Have you ever had that client who spends too much time on the phone with you and you can never end the call or who emails you constantly?
Lack of trust or respect. Have you ever had clients who will not accept your advice or disrespect your position as their attorney? Some clients are always unhappy with your expectations for the case, strategies, or approach to handling the matter. They are constantly second-guessing you and complaining about your advice.
Emotional volatility. In my family law practice, I frequently encountered highly emotional clients. Some of them went with the territory, but some were excessively emotional. When you have an unreasonably emotional client, it can create additional stress for you and your staff.
Why do these clients become so complicated? We need to remember that they are going through a very stressful situation. I am an incredibly experienced trial attorney, but when I had to endure my contentious case. I could not sleep at night. Our clients usually do not understand the legal process, which can also create anxiety. In addition, they may have had a previous negative experience with another attorney. Being empathetic to your client's stress is not just a professional necessity; it's a way to build a healthy client relationship based on understanding and compassion.
However, being selective in who you represent is always a good practice. I told my prospective clients in family law that I would represent the mother or the father, the party who left the marriage, or the party who stayed, but I would not represent a jerk. Evaluate your prospective clients and see if they are people you wish to represent.
Set Clear Expectations
One of the most crucial ways to manage a difficult client is to establish clear boundaries and set expectations from the beginning of the relationship. This proactive approach helps you feel more in control and prepared, and it also helps the client understand what to expect and sets a standard for the relationship.
Process. Clearly explain the legal process, potential outcomes, timelines, and costs. Communicate any risks or limitations associated with the case. Discuss potential obstacles and the likelihood of different outcomes. Educate your clients about the legal process and their role in it. Ensure your clients understand what to expect and how they can contribute to a successful outcome.
Communications. Also, set boundaries on communications. Let your clients know that you have other cases that demand your time, that you may be tied up in court, and that you are only sometimes available but will return their calls within 24 hours. This helps you manage your time effectively and sets a precedent for your client to respect your time and expertise.
Fees. The other important component is fee payment. Many clients are not used to paying legal fees and need to know their exposure. Be upfront about costs and billing practices. Be as descriptive as you can about the total exposure. Provide detailed estimates and explain billing procedures.
When you explain the process to the client, establish communication boundaries, and detail the financial exposure, your client will have the right expectations. That will eliminate many potential problems later on in the case.
Develop Effective Communication Skills
Effective communication with clients is critical to managing their expectations and preventing many client complaints. Open communication is the cornerstone of a strong client relationship. Keep clients informed and engaged throughout the legal process. Provide regular updates on case progress, upcoming steps, and any changes. Respond to your clients’ communications at least within 24 hours.
Provide regular updates on the case's status. Establish a communication schedule for each file. Provide status updates every two weeks or every month at most. Whenever there is a significant development in the case, let the client know and explain what happened and what it means.
Even more importantly, listen to your client. They are under stress, and when they feel genuinely heard, much of the anxiety washes away. Please pay attention to your client, understand their concerns and emotions, and respond thoughtfully. Try to understand your client's perspective. Active listening builds trust, accurately understands your client's needs, and fosters effective communication.
Your client relationships will be very positive when you communicate effectively with them, respond promptly, hear their concerns, and give clear, convincing answers.
Resolving Client Disputes
Sometimes, even though we have set appropriate boundaries and communicate effectively with our clients, they still may be displeased and difficult. Conflicts will still arise. How can they be best managed?
Some of them may be easily correctable. Your client may be upset about the lack of communication; if you have not communicated frequently enough, you can fix that. Or, your client may need some help understanding the process, and you can just clarify that. Disputes about fees often arise and sometimes can be managed as well.
But sometimes, some disputes require more than just clarification. If so, here are some suggestions
1., Listen Carefully. When the client expresses concerns, give your full attention. Maintain eye contact, nod to show understanding, and avoid interrupting. Reflect on what the client says to confirm understanding. Ensure you fully understand the client’s concerns before responding. Always maintain composure and professionalism, even if the client is upset. Use a calm tone of voice, remain patient, and avoid becoming defensive or argumentative.
2. Try to Determine a Solution. Once you have understood the client, see if you can develop a plan of action that resolves the client’s concerns and works for you. Create a plan to address and resolve the client’s concerns. Outline the steps you will take, set realistic expectations, and provide a timeline for resolution. Then, act on your plan. Keep the client updated on progress and ensure any promises made are fulfilled.
Most client disputes can be resolved if you are professional, listen carefully, and address the client’s concerns.
Terminating The Client Relationship
Sometimes, though, the dispute cannot be resolved. Terminating a relationship with a difficult client is a sensitive process that requires careful handling to maintain professionalism and ethical standards. Here are the best steps to follow:
1. Assess the Situation: Ensure that termination is the best option. Evaluate if all other avenues for resolving the issue have been exhausted. Review the terms of your engagement letter or contract to ensure you comply with any termination clauses.
2. Check Ethical and Legal Guidelines: Familiarize yourself with the ethical rules set by your local bar association or governing body regarding client termination. Make sure that terminating the relationship will not prejudice the client's case or position.
3. Prepare for Termination: Please document all reasons for termination and any attempts to resolve the issues with the client. Gather all client files, documents, and correspondence to ensure a smooth transition if the client needs to continue their case with another lawyer.
4. Notify the Client in Writing: Draft a formal letter informing the client of your decision to terminate the relationship. Be clear, concise, and professional in your communication. State the reasons for termination without being aggressive or overly critical. Refer to any relevant clauses in your engagement letter that justify the termination. Give the client sufficient notice to find another attorney.
5. Offer Assistance in the Transition: Provide clients copies of their files and any necessary documents. Suggest other attorneys who can take over the case to ensure the client is provided with representation. If you are in the middle of an active case, attempt not to withdraw before the client has secured new representation to avoid any prejudice to their case.
6. Settle Any Outstanding Fees: Address any outstanding fees or expenses in the termination letter. Provide a final invoice and explain any payments that are due. Be willing to negotiate any disputed amounts to avoid further conflict.
By following these steps, you can terminate the relationship with a problematic client ethically and professionally, minimizing any negative impact on both parties.
Conclusion
Handling demanding clients is undoubtedly one of the more challenging aspects of legal practice, but it is also an opportunity to demonstrate your professionalism, empathy, and problem-solving skills. By setting clear expectations, communicating effectively, and employing strategic conflict resolution techniques, you can transform potentially harmful experiences into positive outcomes. Remember, each difficult client situation is a chance to grow and refine your practice. Mastering these skills enhances client relationships and builds a stronger, more resilient practice. Embrace the challenge, apply these strategies, and watch your client relationships and professional satisfaction thrive.
Do you have challenges managing your demanding clients? If so, I can help. Please feel free to schedule a courtesy call here.