Let’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.
Iâ€™ve asked many lawyers how much of each skill set is required to perform with excellence in our work. On average, Iâ€™d say we believe that the job is 80% technical and 20% personal.
Iâ€™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.
Hereâ€™s what they said:
- 7%: Excessive price
- 15%: Technical quality deficiencies
- 10%: Other reasons
- 68%: Individual treatment
If youâ€™re a 20% “personal” believer, youâ€™re likely to know some of the 68% who felt treated badly.