Understanding your client’s point of view is essential. Whether it involves how services are delivered, how you communicate, or even the way you interact outside of work, ignoring their preferences sends the message that their priorities don’t matter.
Why Client Relationships Can Go Awry
One lawyer shared that his client always declined invitations to socialize—lunches, games, coffee. He meant well and wanted to build rapport. But after I spoke with the client, it turned out he disliked sports and used his lunch break to run. The repeated invites weren’t welcomed—they were irritating.
This is just one of many situations where a lawyer’s seemingly harmless actions can strain a client relationship. Sometimes it’s a lack of awareness, other times it’s misguided helpfulness, or a failure to understand the client’s rationale.
Seeing It Through the Client’s Eyes
Here are a few common disconnects:
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Post-deal billing: You send a follow-up bill after a deal closes.
Client’s view: The matter is closed and budgets settled—this extra cost is an unwelcome surprise. -
Car rental choices: You rent a Chevy when visiting Ford.
Client’s view: You didn’t consider our brand loyalty. -
Invoice formatting: You send a lump invoice for real estate work.
Client’s view: I have to manually sort costs by project—this adds extra work. -
Litigation updates: The client asks for regular updates.
Client’s view: I need this info for monthly board meetings, and you never send it unprompted. -
Billing disputes: The client objects to minor charges.
Client’s view: Your bill includes items we’ve explicitly said we won’t pay for. -
Meeting hospitality: You host Coca-Cola employees, but stock Pepsi.
Client’s view: It’s a careless oversight about brand alignment. -
Unrequested reports: You proactively send detailed status updates.
Client’s view: I didn’t ask for this and wonder what it’s costing me. -
Personal phone calls: You try to connect casually.
Client’s view: I don’t have the privacy for these calls and find them disruptive. -
Detailed billing entries: You itemize everything, including sensitive matters.
Client’s view: I don’t want others in my office seeing personal legal work.
Make the Effort to Understand
Small oversights can signal to clients that you aren’t listening. Imagine being at UPS and receiving a FedEx package from your law firm, or having your name repeatedly misspelled in emails. If you’re a Microsoft employee, how would it feel to get a Zoom invite from your legal team?
To build stronger relationships, learn your client’s individual preferences. Some want detailed updates, others prefer only essentials. Some enjoy socializing, others avoid it. The only way to know? Ask.
