Henry Ford once said that if early automakers had listened to their customers, they’d have built a faster horse. Customers don’t necessarily know what they want until they see it. Ford catapulted to the top of the auto industry by showing customers what was possible.
Lawyers should do the same.
Let your clients, no, encourage them, to tell you what they want and what they think you should do to help them get it. But don’t bow and say “yes, sir” and get to work without speaking to them, explaining all the options, risks and rewards, and telling them what you advise.
You have an ethical duty to do that, of course, but it’s also good for business.
Clients want a lot of things from you, not the least of which is your respect. They don’t want you to just tell them what to do and collect your fee any more than you want them to tell you what to do and expect you to do it without question.
It has to be a conversation.
Ultimately, clients have the last word on (most) big decisions, while you manage (most) of the day-to-day, but both of you need to listen to the other and let your conversation inform your decisions and advice.
Respect must be mutual.
Clients might not know what they want until you show them the options and your advice. And you shouldn’t be too quick to advise them until you understand what they want and why.
