How and Why I Provide Client-Centered Legal Services

The other day, a new client said to me that before she called me she had spoken to a few other attorneys who provide similar services, but she decided to work with me for the simple reason that I called her back. The other law firms she called would only let her speak to a legal assistant and before she could even talk to the attorney she thought she might hire, she had to fill out a 20-page form and then wait for an appointment, all without knowing whether this was a person she wanted to work with or how much she could expect to pay.

“I hired you because you called me back.”

A typical estate plan can cost anywhere from $800 to $4,000 or more depending on the client’s needs and the attorney they are working with. This is a huge investment! But my experience with other firms is similar to my clients: They want to give you the service they want to give you, not the service you want to pay for. My client’s experience with other firms was not unusual. Most firms want to get all the information about you first and then decide if they want to work with you, and they don’t typically give you an opportunity to do the same.

All lawyers care about their clients. We’re all in this business to provide our clients peace of mind, to solve clients’ legal problems, and to leave them feeling satisfied. But not all lawyers know how to do this in practice. They focus on efficiencies that make sense to them, not necessarily to you. They know they need clients, but they don’t deliver client-centered legal services.

What are client-centered legal services? Authors Aaron Street, Sam Glover, Stephanie Everett, and Marshall Lichty in a recent book define client-centered legal services as the creation of a “client experience that shows that you care about [the client], that you understand who they are and what they need, and that you [the lawyer] are the right person to take care of them.” This involves making adjustments in four key areas:

Pricing,

Accessibility,

Communication, and

Feedback.

Here’s what this means for my practice and my clients.

First, my clients always know what something is going to cost. I frequently offer flat-fee options for estate planning and basic business documents, meaning that you will pay X and receive Y. That way, you know upfront what something is going to cost. When I offer my hourly rate, I provide an estimate so that there are no surprises going forward, and I keep fees as part of the conversation going forward to make sure the client is comfortable with what they’re spending. Even before you hire me, you’ll know what you can expect to spend on this major investment.

Second, I meet clients where they’re at. No driving downtown and dealing with confusing parking and traffic situations or meeting your lawyer at a stuffy office. I’m happy to meet clients at their business or home instead. And to make sure everyone feels safe during the pandemic, I’m primarily meeting clients by video conference or phone, which is not only safer but also saves everyone a lot of travel time and headache.

Third, I communicate with clients directly. When you call, you’ll never get a legal assistant or some other gatekeeper. I offer a 15-minute free consultation so that you can get to know me first before you hire me. I gather as much information as I can from our phone call and I only ask you to provide additional documents if it is absolutely necessary to achieve your goals. My job is to make this process as painless as possible so that you can stop worrying about your legal issue.

Finally, I will ask for your feedback. I want to know if the services I’m providing to you meet with your expectations (and hopefully exceed them!). And if they don’t meet your expectations, I want to know how I can do better. Client-centered services are about constantly improving my processes to better meet your needs and the needs of folks like you. If I can do better, I want you to tell me how.

Prepare Your Business and Estate Plan for COVID-19

The global coronavirus pandemic has turned our world upside down. It is the only thing anyone is talking, writing, or thinking about, and with good reason. We are all vulnerable and we are being told that most of us will contract the virus, it is only a question of when. Postponing illness through social distancing and self-quarantine are essential to ensure that those who do get sick can receive care when they need it. But being under quarantine, for many of us, has become a time to think about the things that matter most to us and also a time reflect on life’s fragility.

So, if you have been putting off thinking about your personal estate plan, now is a good time to think about it. And if you own a business, think about what would happen if you become sick. Who will manage your business or personal affairs if you need to be hospitalized? What will happen to your assets if you pass away, and who will be in charge of administering your estate or running your business? These are important questions that feel particularly salient in this tumultuous time.

Even though we’re under quarantine, that does not mean you have to postpone making changes to your business or estate planning documents. Much of the work can be done by phone or video conference. And many essential documents, like trusts or contracts, do not require special witnessing or notarization. For documents that require notarization, Minnesota law authorizes the use of remote notaries who can electronically notarize your documents using a video conferencing service on your computer, tablet, or smartphone. As of right now, will signings still require two witnesses to be in the physical presence of the testator, but the witnesses can still maintain a safe 6-foot distance from the testator and each other. And the Minnesota State Bar Association is working on proposed legislation to lift this requirement as well.

In uncertain times like these, it can help tremendously to take proactive steps to feel in control. There is little we can control in this moment, but one thing you can do to get some peace of mind is to make sure there is a plan in place if you become sick. Make sure you have a health care directive so that someone you trust can make healthcare decisions for you in case you’re unable to do so. Make sure you have a power of attorney so that someone can access your accounts in case you need to be hospitalized or quarantined for a long period of time. Make a plan for who would manage your assets or take care of your children or pets if you were to pass away. Taking these proactive steps will help you feel ready to face whatever comes next.