Client Satisfactions with Case Outcomes
- Clayton T. Robertson
- 3 days ago
- 2 min read
By Clayton T. Robertson (Criminal Defense/Civil Rights Attorney)
We're all aware of what makes satisfied clients. Outcomes matter. Communications matter. Dedication matters. These all often go hand-in-hand. I watched a colleague's legal presentation today, which broke out the phases of representation as the following:
Stages of representation:
(1) Acquisition Phase
(2) Preparation Phase
(3) Advocacy Phase
I thought this big-picture view was fascinating -- and accurate. A few thoughts:
Phase (1) is obviously necessary to establishing an attorney-client relationship. The attorney is retained. First impressions matter. You also set the tone of the attorney-client relationship. Like all personal or professional relationships, you need to get off to a good start. Start working on their case immediately that day. This can easily be done, for example, by following up with them for additional information or documents.
Phase (3) is critical to the outcome of the case in terms of what happens at court, which obviously matters. An attorney needs to be a zealous, prepared advocate.
But many attorneys botch phase (2), which is the part of the representation that should include most attorney-client communications and most case work-up -- which later impacts the client's view of the righteousness of the outcome. In other words, no matter how effective or zealous the attorney believes they are at court in phase (3), if phase (2) is lacking, the client will doubt the attorney and the outcome.
Here's why: Did you notice above my use of the word "prepared" when I referred to an attorney's zealousness? This is because no matter matter how hard your attorney argues at court, no matter how much bravado they display in court, lack of preparation will often kill a case or diminish the possible resolutions. The client will forever doubt whether they got "the best possible deal."
Clients understand this in their own lives. They know that preparation matters. And if they don't believe their attorney is prepared, they will doubt you -- as they should.
