You have ‘em. Clients who nit-pick, micromanage, and demand things that aren’t part of the deal. They’re perfectionists, malcontents, or just a perpetual pain in the backside. What can you do?

Get rid of them. 

Well, that’s one option. But there are other things you can try before you show anyone the door. You probably already know everything on this list but, if you’re like me, just because you know something doesn’t mean you’re doing it and a reminder from time to time could be just what you (we) need.

1. Put it all in writing. The nature and scope of the work, dates, goals, lists of steps, what they need to send you, and your authority with respect to making decisions, should be discussed, clarified, put in writing, and initialed. Because the best way to avoid problems later on is to spell out everything from the start. 
2. Document everything. Every time you speak with the client, write down what was said by each of you (even if you’re not billing for that conversation). You don’t always have to follow-up with a written memo, but it can’t hurt. 
3. Regular updates. You can avoid many issues by giving clients regular, detailed updates about what you’re doing, what happened, and what’s next. Keeping clients informed (and inviting their feedback) is one of the simplest and most effective ways to keep clients happy. And if they’re not happy, bring the issue to a head sooner (when you can fix it) rather than later (when it might be too late).  
4. Listen. Sometimes, clients are having a bad day and take it out on you. Before you respond to a complaint or demand, repeat it back to them. When they hear what they’re saying, they might see the unreasonableness of their concerns and back off. And, if not, they’ll tell you more you can use to fix the problem.
5. Validate. If they have a legitimate concern, before you respond, tell them you appreciate them for calling this to your attention (because you do; it helps you do a better job for them and your other clients). Also, let them know you take the issue seriously and will do what you can to make improvements. 
6. Give them the benefit of the doubt. Take the blame for small things as a tradeoff for keeping the client happy. If it’s a billing dispute, eat the difference. If it happens again, have a talk with them, make sure both of you are on the same page, and be prepared to modify your retainer agreement and/or your office procedures. 
7. Build a good relationship. The best way to avert issues and amicably resolve them if they occur is to do everything you can to get your clients to like and trust you. When they do, they’ll give you the benefit of the doubt and work with you to fix anything that seems broken. 

If you consistently do everything on this list, you should see fewer misunderstandings and complaints. But remember, it’s the complaints you don’t hear that cause clients to leave, or for things to get so bad you have to ask them to leave, so always encourage your clients to tell you what’s on their mind. 

Clients want you to be trustworthy, competent, and effective. Yes, you know that. But there’s something else they want that you might not know. 

It has nothing to do with paperwork, verdicts, or settlements. It’s not work product, billing, or keeping them informed. 

But clients want this almost more than anything else. 

They want to feel good. 

Good about their future. Confident that their problems can and will be resolved or their situation improved. 

They want to have hope. They’re often desperate for it. And it costs you nothing to give it to them.

Mostly, it’s about your attitude. No matter how bad things might be, your attitude and demeanor should be positive. 

Show them you’re working on it. Making progress. Smile when you are around them. Remind them you know what to do and are good at doing it. 

And that you are on their side. 

Your clients might be up shit’s creek without a paddle. Give them that paddle. 

When they know they can count on you, when they feel a sense of relief when they hear from you, they’ll feel better about their future. 

Which means you’ve done your job. 

I don’t know about you but in the last few years, I’ve lost what little remaining trust I had in the medical community. 

I now “DON’T trust AND verify”. 

Which is problematic for me given this statement I recently found online: 

“Medicine works best when the patient has complete confidence in his doctor’s skills. Doubts about the doctor delay recovery.”

I don’t know if this is based on research but it makes sense. If you believe you’ll recover (with a doctor’s advice and treatment), it seems you’ll be more likely to do so.

When I read this statement, I wondered if the same can be said about attorneys. If a client doesn’t trust their attorney, are they less likely to have a successful outcome? 

And I thought the answer to that question would have to be “no”. Because what someone thinks about their attorney doesn’t affect the job that attorney does for them. 

But it does.

If the client doesn’t trust their attorney, they might hold back important details, and exaggerate others. The attorney’s perception of the case clearly depends on what the client tells them, at least initially, and if the client isn’t forthcoming, the case can suffer. 

While an experienced attorney can usually figure out what they need to know, having a client who holds back certainly makes things more difficult. 

In addition, clients who don’t trust their attorney are more likely to question the attorney’s fees or handling of the case, which isn’t good for anyone.

On the other hand, clients who trust the attorney are more likely to hire the attorney in the first place, and bring them repeat businss and more referrals.

Bottom line, you want your clients to have faith in you and it’s up to you to make that happen.