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Why Your Point of View Is Alienating Your Client

percentLet’s generalize about what we do. Basically, I think our work involves two skill sets.

There are the technical skills: things like drafting, researching, thinking, appearing in court, etc.

Then there are the personal skills: things like listening, connecting, empathizing, etc.

I’ve asked many lawyers how much of each skill set is required to perform with excellence in our work. On average, I’d say we believe that the job is 80% technical and 20% personal.

I’ve asked the same question of clients and prospective clients. They have a different opinion.

Our clients believe that the job is 80% personal and 20% technical.

One survey I recently reviewed asked clients why they fired their lawyers.

Here’s what they said:

  • 7%: Excessive price
  • 15%: Technical quality deficiencies
  • 10%: Other reasons
  • 68%: Individual treatment

If you’re a 20% “personal” believer, you’re likely to know some of the 68% who felt treated badly.

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Lee Rosen

Lee Rosen has practiced family law for more than twenty years. With four offices, Rosen Law Firm serves Raleigh, Charlotte, Durham and Chapel Hill, North Carolina. Rosen served as the Law Practice Management Editor of the ABA Family Advocate for more than a decade and received the ABA James Keane Award for excellence in eLawyering. He served as Chair of the Law Practice Management Section of the North Carolina Bar Association, is a frequent speaker and is often sought out by the media as a source of family law insight and commentary.