Common readers of this column know that I’m an enormous fan of the tv present “The Workplace.” Maybe essentially the most wonderful factor about this system is that so lots of the bits within the present can be utilized as a hilarious instance of what you shouldn’t do. In a Season 4 episode, the protagonist of the present tries to win again purchasers who stopped utilizing the providers of the enterprise featured within the present by personally delivering reward baskets to every of the previous purchasers. This doesn’t go properly and finally ends up with two of the present’s characters driving right into a lake. All through my profession, I’ve seen just a few attorneys chase after departing purchasers within the hope that purchasers will return to a agency. In my expertise, attorneys ought to keep away from chasing departing purchasers since this isn’t a superb look, and there’s often a cause why purchasers are leaving a agency if the agency offered good service to a consumer.
The primary time in my profession that I noticed an lawyer chase after a departing consumer was after I labored at a smaller store just a few years after graduating from legislation college. A consumer knowledgeable us on a convention name that the consumer can be utilizing completely different counsel shifting ahead for a portfolio of circumstances. The consumer knowledgeable us that they wished to make use of fewer legislation companies to be able to extra effectively handle their circumstances, and so they had been shifting to nationwide companies that might serve the consumer’s wants in quite a lot of markets. Our agency solely had places of work in just a few states, so we didn’t have the identical type of attain that such nationwide companies may afford the consumer.
The companion, maybe realizing the massive monetary blow that the consumer’s departure would have for our agency, tried to persuade the consumer to stick with our store. The companion even mentioned that he would fly out to fulfill with the consumer the subsequent day to debate how our agency might be a precious asset for the consumer. After all, the consumer didn’t again off the technique of utilizing just a few nationwide companies for its work, and the consumer in all probability put lots of thought into this technique earlier than telling our agency about this strategy. The efforts of the companion to maintain the consumer made the companion look determined and might need harm our effort to serve the consumer sooner or later or be on the minds of attorneys for the consumer once they left that enterprise for different roles down the highway.
One other time, I used to be working at a agency that had a small consumer for which we often did work. The agency assigned a distinct lawyer than regular to finish a job, which was fairly usually at that agency. The consumer was not glad about having a distinct lawyer full work. In actual fact, the consumer referred to as this duplicative and mentioned this undermined the connection the consumer had with the legislation agency. The legislation agency I labored at provided to get rid of expenses by this lawyer on the agency’s bill and apply a discount to the remainder of the bill to fulfill the consumer, however the consumer for some cause was not happy and determined to depart the agency.
For some cause, the companion was actually distraught about dropping this consumer. Maybe taking recommendation from “The Workplace,” the companion even despatched the departing consumer a present basket that anyone would have been glad to obtain. Nevertheless, these efforts weren’t profitable, and the consumer by no means returned to the agency. Fortunately, the consumer was not massive, and the loss didn’t actually affect that agency’s backside line.
From my expertise in authorized observe, if a lawyer gives good service, and a consumer decides to depart a store, it’s often finest to let the consumer depart with out protest. Some purchasers are simply not happy with their lawyer, and nothing you fairly do will make them glad. One time, I accepted work from a consumer who had used a previous counsel, and I used to be not too offended that the lawyer was in search of yet one more lawyer to deal with the work after a time as a result of this seemingly indicated that the consumer’s needs had been out of my palms.
Furthermore, chasing after former purchasers simply appears determined. Not solely can this result in a lack of respect from related attorneys, however the consumer themselves. Some purchasers may look on attorneys unfavorably in the event that they use such ways, and this will affect a consumer’s choice to refer additional work to a lawyer down the road.
All informed, it may be troublesome to lose a consumer each on a private and on knowledgeable degree. Nevertheless, it’s often finest to not chase after departing purchasers since that is unlikely to assist, and there’s usually little that may be executed to persuade a departing consumer to return.
Jordan Rothman is a companion of The Rothman Legislation Agency, a full-service New York and New Jersey legislation agency. He’s additionally the founding father of Scholar Debt Diaries, a web site discussing how he paid off his scholar loans. You possibly can attain Jordan by e-mail at [email protected].