It all starts with communication. Communication is the key to manage the client relationship. As much as people would like to think that a client just wants to be told what they want to hear, most successful people want to know what your opinion is or they would not ask. I think they appreciate the honesty and the fact that you are direct with them.
Essential to communication is listening, a necessary skill for any trusted advisor. When you listen you connect with your client. Clients have concerns that need to be addressed or they would not be seeking your services.
I always tell people what I really do is manage “emotion.” It is our job to listen thru the emotion and guide the client to the logical reality and at the same time, understand their sensitivity to the issue.
Of course, what comes with listening and interaction brings us to the heart of communication – the return phone call or email. Remember the emotion and anxiety a client feels when a situation arises is real and needs to be addressed. Many times I have had clients tell me they can’t get in touch with their attorney no matter what they do. Clients want to know what is going on.
The reality is communication skills are universal in our relationships, whether business or personal and the foundation on which a successful practice or business is built.
“Communication Is The Key To Manage The Client Relationship”
JOSEPH C. RUSSO, has been practicing law in the Tampa Bay area for over twenty years. His practice focuses on business contracts and transactions, including asset sales and commercial real estate transactions as well as business entities, start-ups and small business practice. He also provides outsourced “in-house” counsel services for his clients, including advising clients on matters of employment issues, contracts, finance, intellectual property, insurance and litigation. He graduated com laude from the University of South Florida in 1993 and obtained his JD from Mercer University in 1997. He is a member of both the Florida and Hillsborough bar associations, presenter of the Florida SBDC’s business legal series in Tampa, and the Past President of the Small Business Resource Network (SBRN) in Tampa.
JOSEPH C. RUSSO, born Islip, New York, January 18, 1971; admitted to bar, 1997, Florida; U.S. District Court, Middle, Northern & Southern Districts of Florida. Education: University of South Florida (B.A. cum laude 1993); Mercer University (J.D. 1997). Member of Mercer Law Review 1995-1997; Dean’s List; Phi Delta Phi honor society; Winner, CALI Excellence for the Future Award; Who’s Who Among American Law Students 1996-1997; Honored Member Strathmore’s Who’s Who; Member: Hillsborough County Bar Assoc., Fla. Bar Assoc; Past President of the SBRN, Tampa. PRACTICE AREAS: Contracts, Business Law and Transactions, Asset Sales, Secured Transactions, Corporate Practice, Business Entities, and Small Business Practice.