We’ve all had clients who are overly demanding, rude to you or your staff, or complain about things until you want to scream. And let’s not forget the clients who want to micro-manage their case.
Sometimes, you have to sit these clients down and have a heart-to-heart talk. Explain the problem and ask for their cooperation. You do risk embarrassing them, and perhaps losing them, but when things have gone too far, you do what you have to do.
Before things go that far, however, look for less confrontational ways to deliver your message. You may be able to do this by talking about the problem in a letter to all clients or in your newsletter. It’s easier to say things to “everyone” than to confront a misbehaving individual.
When you post an article about “best practices” for working with your office, for example, and discuss which decisions the attorney makes, and why, you allow the micro-managing client to see what they are doing wrong and give them a chance to correct course. If they don’t, you still have the option of speaking to them individually.
Clients need to be trained. You need to tell them what is expected of them. At the same time, tell them what to do if they have a complaint or disagree with something, or want to make a suggestion. Give them a path to follow that allows them to be heard without manhandling you and your staff.
Put your policies in your new client kit and post them on your website. Explain how things work at your first meeting with new clients.
Dealing with difficult clients is easier when you address their difficulties before they occur.
Avoid billing problems and complaints. Get the Check.
