Are you ready to fire some clients?
In a previous video, I challenged you to take a look at your client list and see if it’s time for you to fire some of your worst clients. But how do you do that without creating a bigger problem?
When you have a difficult client and you feel that the relationship is beyond repair, your first course of action may be to change how you work so the client decides to leave on their own. This may include raising your fees or changing how you communicate with the client. Always check your engagement letter and your jurisdiction’s ethics rules, before proceeding.
If the client doesn’t leave on their own, suggest that client might be more comfortable working with another attorney. Lawyers play an advisory role for clients, and that can be a very personal relationship; your nightmare client might be someone else’s dream client.
Look at your contact list to see if you know another lawyer in your area who might be a better fit for that client. Where appropriate, provide the names and addresses of other lawyers the client can contact.
If the client does not take you up on a referral to another lawyer, you may have to fire the client outright. Set up a call or meeting with the client to tell them that you can no longer work for them. Be professional; don’t allow the client to draw you into an argument. This isn’t the time to tell the client why they are wrong and you are right. Instead, show the client why working with you isn’t serving their needs. You want the parting to be as amicable as possible.
If you are representing the client in litigation, you may need the court’s permission to withdraw from the case. You’ll want to do this as soon as possible for the best chance of success; if you are too close to trial, the court may deny your application and refuse to allow you to withdraw.
Always send a disengagement letter to memorialize the end of the client relationship. Send the client or their new attorney the client’s file, and provide them with any upcoming deadlines or other information they need to proceed with the case.
If you want to know how to fill your practice with great clients, get a copy of my ideal client workbook, “Attracting and Keeping the Best Clients” on my products page.
Find more videos about client service:
- Sticking to Your Communications Policies [video]
- Avoiding Unplanned Phone Calls [video]
- Handling Client Interruptions [video]
- Eliminate Interruptions: The Interruptions Log [video]
- Are Your Invoices Hurting Your Law Practice?
- Get Paid Faster: Proactively Communicate with Clients [video]
- Tools to Communicate with Clients About Fees [video]
- How to Avoid Surprise Bills [video]
- How to Talk to Clients About Fees [video]
- What To Do If A Client Questions Your Bill [video]