Worth the time on a busy day? Definitely yes! Presenting your staff to your client creates a "you are part of the family" feeling and promotes a teamwork atmosphere that will help to carry you through the thick and thin of the representation.

Ready? Got your shoes off? O.K., now put on your clients' shoes. Yes. Be they penny loafers, high-heeled pumps, moccasins, wing-tips, thongs, cowboy boots, name-brand or discount store, they all come with their own perspective. And to see how your clients are going to perceive you, think like they do. Are they just really cash poor and need to be very efficient about what services they are buying? Are they corporate and understand the legal system with its related costs and just don't want to be taken advantage of? Do they expect a certain hourly rate and no more? Are they prepared for the extra costs from that twist their case took? When is the last time you talked to them about fees and all of the different possible turns of the representation?

The point is that many lawyers are absorbed in their legal work, leaving the billing function for a clerk in the accounting department who has never met the client. Even if you are a sole practitioner, you likely have not been seriously considering each and every bill. Fortunately, the remedy is simple and quickly implemented, yet it is the one thing that most firms don't do that could solve many collection problems and/or eventual client relations issues.

The next billing cycle, be sure you personally see every bill before it goes out. In your head, as you look at each bill, get into your client's shoes. See the bill from their point of view. View it as they do. Is it easily understood? Is it clear what work is being billed for? Is it what you expected? Are you happy with it?

If you are not getting answers to those questions that would please *that particular* client, make a change, or contact the client. Add a personal note on the bill if that will fix it. Put in some other notes as necessary and appropriate; "as we discussed," "if you need clarification give me a call," "everything is on track for trial," "thank you for allowing me to represent you," "Hi John, I look forward to our meeting next week." At a minimum initial it. (And yes, *do* hand write the notes!) The benefits of this simple and quick task are many. First, the client will know that you, personally, have reviewed the bill, touched it as they are now, thought about them and their issues, and maybe even took time to invite a question or at least say hello. That's a real personal touch right at a time (getting the bill) that you want to reassure them. It also tells them that you *care*, even about the details of an engagement. It will make you look less like the utility bill and more like a friend.

If you think that this takes too long, or would too easily invite additional calls from clients, think about the time/money it takes to handle a lengthy collection, a suit for fees, a discipline complaint or malpractice action. Besides, you just could learn something walking a mile in their moccasins. At least the exercise will do you some good.

They thought they had a longer time to report the claim after the termination of that policy than they actually did and ended up missing that date. Can you guess what happens now?

Well, of course the "old" company refused the claim for late reporting. The new company refused the claim on the basis that it was known before the inception of the new policy! The firm had clear liability for the claim and had fallen "into the gap" between old and new policies.
Sounds like they are doomed, huh?...read on.

Remember that smile thing? Well, the lead lawyer surprised everyone with two things. First, he smiled all the time. A very friendly guy in every way. Second, he seemed convinced, despite the facts, that the firm would never be sued. Everyone around him kept reiterating the situation and espousing gloom. He just kept smiling through several meetings, convinced the firm had nothing to worry about. Everyone at the firm thought the only reason that the client would not sue was if they were family or very close friends. The lawyer finally explained that the client was neither family nor old friend. It was simply that he had treated them as friends, kept their interests at heart as best he could, was up front with them about the entire case, including his errors and always kept smiling at them. He *knew* them. He was right! It's been over ten years and this very sophisticated client has never sued, or changed attorneys.

Can you stave off every malpractice action by smiling? No indeed. Some clients may even be suspicious if you smile too much. But this situation underscores one of the fundamental issues in any malpractice action: with rare exception, the malpractice suit starts and ends with a disgruntled client. Of course, not making errors or omissions is your first line of defense. But like my rocket scientist cousin always says, "redundancy is the hallmark of good engineering."

Nobody's perfect. When you make that inevitable goof you are much better off with a client who likes you. Make a habit of treating all your clients like you are going to have to call them tomorrow and tell them you goofed, then just keep smiling!