I heard from an attorney seeking advice about billing and collection during the current crisis. Essentially, he wanted to know what to say and do to accommodate his clients without jeopardizing his firm’s cash flow.
The answer is, it depends.
You know your clients and no doubt have some insight into what they might be going through and what they can handle. Likewise, you know (or can find out) what your landlord and vendors and lenders might be willing to do if you need some accommodation.
That’s why it depends. Your situation might be very different than the firm’s next door.
For most firms, one thing I wouldn’t do is announce a practice-wide abeyance (e.g., 30 or 60 days) on outstanding balances.
Why do that if you don’t have to?
On the other hand, announcing a practice-wide abeyance on late fees and interest might be a nice gesture.
One thing most firms should do is email all clients and tell them that if they have any issues regarding their bill/account during this time of crisis, to contact you to discuss it.
Acknowledge that they might have an issue. Be compassionate and flexible if they do. But don’t shoot yourself in the foot.
Some will contact you and you can work something out. Some won’t respond and you’ll need to deal with them on a case-by-case basis, if and when necessary.
Few anticipated the extent of this crisis or were prepared for it. It is truly a case of first impression.
All any of us can do is to treat our clients the way we would like to be treated if the roles were reversed.
Stress-free billing and collection for attorneys: Get the Check
