In talking about client relations lawyers like to talk about the importance of using simple English, killing clients with kindness and generally keeping things simple for clients. It seems years of training and our natural lawyerly DNA inhibits this. So, instead, we are killing clients with complexity and bloody mindedness. Clients use this as yet another reason (did they need another?) to try to get their ‘legal’ work done elsewhere (i.e. outside the legal profession), sometimes at all costs.
This was brought home to me twice in the last month in conversations with clients, both interestingly enough experienced lawyers themselves.
The first client, let’s call her Sue, heads up a very sizable charity and has recently been involved in some very large commercial transactions worth millions of dollars. As most will know many charities have been forced to fend for themselves nowadays and so engage actively in supportive commercial activities. Inevitably Sue had to engage lawyers. Her legal bill with her main firm amounted to millions of dollars per annum.