It takes some gumption to complain to your attorney. For most people an attorney is an authority figure, someone kind of like a parent. That’s especially true in our area of the law. Our clients come to us referred by someone they trust, they met with us and decided to trust us as well.
We don’t always understand the significance of a complaint. As a group, we’re complainers. We don’t hesitate to tell people what we think. We’re the people standing at the store counter arguing for a change in store policy. Most people aren’t like us.
It’s very difficult for your client to come to you and complain about the services they’re receiving or the results they obtained. Most clients won’t ever say a word to you about their dissatisfaction.
They will, however, tell the rest of the world that you stink. They won’t hesitate to regale their friends with stories of your slow response times, distracted meeting behaviour and disappointment with your courtroom performance.
When one of your clients comes to you with a complaint it’s easy to get defensive. It’s easy to explain it away and believe that this situation is the exception and not the rule. Unfortunately, that complaining client probably represents many other clients that feel the same way.
It’s important that you listen to what the client has to say. It’s important that you recognize that clients feel the way they feel and that your being right doesn’t change the way they feel. The fact that you have a great explanation, a great excuse or that they misunderstood or misinterpreted doesn’t change the reality of the damage they’re doing to your reputation. You’ve got to listen.
Keep in mind that the complaining client is the representative client. He or she represents others lacking the willingness to tell you what they’re thinking. Your getting feedback not just from the complaining client, but from all the others afraid to tell you what they think. Be thrilled that the complaining client is willing to step forward and give you valuable feedback. Be grateful that the complaining client is bold, like you.
Instead of responding with defensiveness, listen to the client and accept the feedback. The client’s reality is the reality that matters and you’ve got to take action to correct the situation. It’s important, however, that you do more than correct the situation for the complaining client. You’ve got to correct the situation for all of your clients, the complainers and the silent majority.
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Lee Rosen has practiced family law for more than twenty years. With three offices, 