A Cornerstone of Successful Legal Practice
By Rachel Schromen
Effective client communication is a cornerstone of success in the legal profession. It goes beyond simply exchanging information; it involves building trust, understanding client needs, and fostering strong, long-term relationships. Over the years, I've learned that mastering client communication requires a blend of accountability, keen attention to non-verbal communication, and emotional intelligence.
Like many life lessons, some of these I have learned the hard (or uncomfortable) way. However, the result is worth any momentary discomfort. These lessons have not only enhanced my client interactions, but they have also contributed to more successful outcomes, greater client satisfaction, and improvement in my personal communication.
Accountability
Saying “I’m sorry” can be incredibly difficult, but one of the best lessons I’ve learned about client communication is the need to own up to miscommunications and mistakes. After all, we’re human, so these mistakes are bound to happen!
Whether it’s letting an email slip through the cracks, missing a typo before sending a draft for review, or simply not showing up as prepared or as collected as I would like to be, mistakes and mishaps cause cracks in the foundation of trust with clients. It can be easy—and tempting—to be defensive, make excuses or minimize the mishap. However, I encourage attorneys to focus on what the client is communicating in terms of how the mistake impacted them.
It is also important to always be honest. This may seem like an obvious statement, but a colleague of mine recently shared that she had to advise an attorney she was mentoring (who has been practicing nearly 5 years) that she could not lie to clients to cover up mistakes or cover for information she did not know or had mis-advised on. This could be an entirely different conversation on ethics and integrity, but the point is that while it may be tempting to cover up mistakes with a “harmless” lie, once caught in a lie, you can rarely rebuild trust completely.
Through the years, I’ve learned the importance of a real apology, in which you take accountability and demonstrate that you understand the consequence of your actions and your willingness to take responsibility for them. It also demonstrates integrity and humility, which can in turn foster trust, even following a mistake.
Attention to Non-Verbal Communication
An easy-to-overlook key to client communication is paying close attention to non-verbal communication. That includes body language and tone of voice.
I was recently meeting with a woman who was having trouble making eye-contact and kept pausing in the middle of sentences, as if she had lost her train of thought. I also noticed that she was taking deep breaths and clasping her hands. I paused the meeting to ask if she felt nervous or overwhelmed. In fact, she did. We were meeting to discuss financial and legal matters concerning her brother who is dying from ALS. She was surprised by how anxious she was feeling—I was not. Her non-verbal communication told me that she was stressed, and because I asked, I could also inquire what things would help her anxiety. A glass of water, tissues nearby, and slow, patient communication were necessary.
This has also led me to pay closer attention to my own body language. During client meetings, I work hard to maintain an open posture and mirror my clients’ positive non-verbal communication. If I sense my client needs to take a deep breath, I take a deep breath myself—most people will subconsciously mirror this and do the same. My goal is to create a greater sense of comfort during these meetings when we are often discussing uncomfortable and stressful topics—which are all too common in the practice of law.
Emotional Intelligence
Perhaps most importantly, my client communication has improved by sharpening my own emotional intelligence. That means focusing on empathy, active listening, and my own emotional responses.
I find that with my legal training it can be very easy to ignore my emotions and actively plan my response, point, or rebuttal in a conversation while the other person is talking. While these can be useful tools—when honed appropriately—in litigation, they do not necessarily serve me very well in my estate planning practice or my personal life!
I have had to work to gain self-awareness and the ability to identify my emotions during interactions with clients. In a recent meeting, I found myself feeling more and more irritated and frustrated. Rather than reacting in a way that impacted our communication, I checked in with myself and assessed why I was feeling frustrated. The client I was meeting with had the communication style of making statements rather than asking questions. His asserting something as what he knew to be true was his way of asking me if it was accurate. This is a major pet peeve of mine! However, because I know that about myself, I was able to check in, self-regulate, and continue showing up in a supportive and professional way during the meeting.
Active listening is also a learned and practiced skill. After years of practicing in a very narrowly focused area of law, I hear a lot of similar questions and sentiments from clients. Oftentimes, I can safely assume what they are going to ask or share, and it can be tempting, especially on busy days, to jump in. However, that does not mean I should. Allowing clients to feel heard and understood is incredibly important, especially in establishing a relationship of trust.
Conclusion
In the legal profession, effective client communication is indispensable for fostering trust and achieving successful outcomes. By prioritizing accountability, non-verbal communication, and emotional intelligence, I have been able to significantly enhance my interactions with clients. These practices have resulted in better client relationships, growth and fulfillment in my legal career, and enhancement in my personal life. As we all navigate the complexities of legal practice, let us remember that at the heart of our work lies in the ability to connect with and support our clients through clear, compassionate, and effective communication.
Rachel Schromen is an estate planning and elder law attorney and owner of Schromen Law, LLC. Rachel works with clients to understand their individual goals and create effective, strategic, and adaptable estate plans. Her collaborative approach provides clients with education and advise to help ensure care and asset protection. She believe estate planning is one of the best gifts that you can give your loved ones. Apart from her law practice, Rachel is a hospice volunteer as an end-of-life doula.