If you think about all the industries people utilize on a daily basis – – the food industry, the energy industry, the transportation industry, the communications industry, etc. – – usually the legal industry is not included. That’s because the need for an attorney is one of those specialty areas. People don’t need an attorney on a daily basis. But when they do need an attorney and they come to us, we may be the first encounter they have with the legal system. We may be the first voice or the first face of the legal system they hear or see.
In the course I am currently teaching for beginning legal professionals, we talk about this a lot.
We never know whether the person on the other end of the phone or sitting in the conference room has ever needed legal advice or the services of an attorney before. They may be feeling overwhelmed, anxious, confused, unsure, angry, hopeless, and alone. On the other hand, they could be determined, zealous, righteous in their position, and certain of the direction they want the attorney to pursue. Regardless, if the first voice or face they encounter is ours, we must remember that as members of a law office or as attorney’s staff, the Rules of Professional Conduct extend to all of us.
All clients and potential clients, as well as other members of the legal industry, including the courts, other attorneys, law enforcement, and the legal community at large, should always be treated with respect, dignity, and professionalism. The following five rules can be applied, regardless of practice area.
- Every client has a name – – USE IT.
- Every client has a face and a voice – – LOOK THEM IN THE EYE. LISTEN.
- Every client is entitled to equal treatment, dignity, and respect under the law – – DON’T FORGET IT.
- Your job is not to judge. Not every client is perfect or without issues. Not every client is innocent, and neither is every client guilty. ALWAYS REMAIN PROFESSIONAL.
- You are here to provide the client with the best, most diligent, most zealous, and most competent legal representation. THAT’S YOUR JOB.
It’s up to us to choose when it comes to presenting the face/voice of the legal profession. Think about that the next time you greet a potential client or a new client. You could be the difference between a positive experience and a not-so-positive experience. More importantly, you could be the reason they become a repeat client.
Categorized in: General
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