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  1. Embracing empathy improves client relations :  Walking in a client’s shoes can often give another approach to dealing with difficult situations or responding to unwanted phone calls and correspondence.
  2. Clients like to stay in the loop:  Just like with any other service clients like to know what is going on with their cases.  Ignoring this fact could result in the loss of a client or worse.
  3. Keeping  detailed records is a must:  Although, a billing record is usually viewed as a tool a firm uses to determine how productive or unproductive their staff is, it can also be used as a record keeping tool.  This also relates to e-discovery logs.  Clients and courts will scrutinize and even refuse to pay certain fees and expenses.  If a billing entry or e-discovery log does not provide enough detail for a client or court to determine the authenticity of the record expenses may go unpaid.
  4. How to speak their clients language:  How frustrating and confusing would it be if you called your bank to process a transaction and they began to explain what statistical and operational methodology they used to process your request.  Clients want to stay updated about their cases but don’t want to have a legal dictionary handy just to understand all the legalese contained in the update.
  5. Showing genuine interest after the client has been attained builds trust:  Sometimes the goal to bring in business starts to resemble a marriage.  Before the client is signed the attorney makes the client feel like they have their undivided attention and will move heaven and earth for them, but once the attorney signs the client they no longer cater to them like they did during the courting phase.  It is difficult for a client to feel confident about the outcome of their case and the legal process if they believe that they were duped by their attorney.
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