Most lawyers are leery of clients who already have an attorney and are looking to switch. They’re often considered difficult to work with, impossible to please, micro-managers, complainers, and a one-way ticket to trouble. 

And that’s often true. But not always. 

Sometimes, their attorney is the problem. Sometimes the chemistry isn’t right. Sometimes the client had unreasonable expectations, perhaps because someone was in their ear about what to expect, and they have now come to their senses.

Yeah, it’s complicated. It could be a combination of factors. Which suggests the wisdom of spending time to find out instead of rejecting them at the first sign of (potential) trouble. 

One thing is certain, dissatisfied clients are motivated and if you talk to them while they’re looking for a new attorney, or thinking about it, they could be easy to sign up and a great client, at least for you. 

When you don’t do the same things their previous attorney did, when they are relieved that they found you and wondering “where were you when I first starting looking for an attorney,” not only could they be easy to work with, they could become a great source of referrals. 

I know, you might think that’s crazy talk, especially if you’ve been burned by “problem clients” in the past. And, if your gut tells you “no,” you probably should go with that. 

But sometimes, your gut is trigger-happy and you should sleep on it before you decide. 

In fact, instead of avoiding prospective clients who are unhappy about their case or their attorney, you might consider “specializing” in them. Focus on people who are dissatisfied with their current provider. Marketing is easier when you target this type of client, especially when most attorney are so quick to avoid them. 

Yes, they might be trouble. You have to get good at sizing them up and lay out ground rules for working with you if you agree to represent them. If you do, and you hit the right notes with these clients, you might find this to be a very lucrative niche for you. 

Some lawyers are good at their work but severally lacking in people skills. They may be self-centered, short-tempered, or rude. They yell a lot. And always seem to focus on the negative. 

Humbug.

Or maybe they just don’t have much of a personality. They’re all business. They rarely smile or say anything lighthearted or uplifting. Maybe there’s a good person inside their rough exterior but most people don’t get to see it. 

And yet they are successful lawyers. What’s their secret?

Buffers. 

They surround themselves with employees and partners and business contacts who have the people skills they lack. An assistant who is nice to the clients and makes them feel good about their case. A partner who is good in front of a crowd or a camera or a jury. 

They’re charming. And good with people. 

In an ad agency, they’d be account executives. Wooing prospects and taking the clients to lunch. In a law firm, they are the rainmakers and trial lawyers. 

And there’s a place for both. 

The point? Don’t try to be something you’re not. 

If you’re better with the books than the folks, if you’re as exciting as drapery or as bad as Leroy Brown, let someone else on the team be the face and personality of the firm and keep the clients happy. 

Even if you’re good with people, if someone else on the team is better, let them do the job. Or at least be around when there are clients in the house.

On the other hand, if you’re all warm and fuzzy and clients don’t always take you seriously, make sure to introduce them to your partner who channels Perry Mason. 

Know thyself. And get ye some buffers. 

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.