Episode #20 - Client Perspective with Guest Matthew Chan

The hosts discuss developing good client relationships with Matthew Chan. Matt is a client of Oscar’s and he has had the opportunity to see litigation and lawyering from a variety of positions – as a pro se plaintiff and defendant, to a business owner who has had to hire lawyers for litigation and even from the perspective of a litigant before the Georgia Supreme Court, the State’s highest court. Seeing law at all these levels has provided Matt with insight into what clients and litigants like and don’t like about lawyers and lawyering.

Matt describes that ultimately what clients want is someone who is a real problem solver and that can explain the issues and the possibilities. The vast majority of clients want something done sooner rather than later and want to feel that their lawyer is on the same page and not looking to just pad the bill.

Some Don’ts for Lawyers from Matt’s perspective as a client:

• Don’t bill lots of hours for research – clients hired you because you know the law, billing for research should be reserved for specific issues that may come up, but clients don’t want to pay for your continuing education
• Don’t nickel and dime clients – Do you really need to bill for every email or five minute phone call?
• Consider giving a free consultation because many clients won’t go to a lawyer if they are charging a significant consultation fee.

Things Matt looks for in an attorney when he is shopping for legal services:

• Relevant experience – while many newer businesses or younger clients may need to go to a young lawyer based on price, clients want to go to the most-experienced lawyer they can afford. Experience gives clients confidence and reassurance
• More and more he looks to a lawyer’s online presence and “tech savviness” as that gives him confidence that the lawyer is up to current standards
• Lawyers with people skills – clients who need lawyers are in serious stress and a lawyer’s bedside manner and how they relate and respond to you is critical in the relationship.
• Good communication and regular feedback is key as well. Ask a client how he prefers to communicate and how often are they expecting to hear from your lawyer.

The hosts talk with Matt about the need for lawyers to be flexible to a client’s needs and expectations as well and discuss that early on in their relationship. Discuss these issues and goals with clients so everyone can be on the same page. The podcast provides objectives and goals for any solo or small firm that can help them develop better client relationships so that they can grow their practice from a client-centric perspective.