In 1995 the American Bar Association funded Temple University to conduct a study of the differences between satisfied and dissatisfied clients. “Report on the Legal Needs of the Low- and Moderate-Income Public,” Study conducted by the Institute for Survey Research at Temple University for the consortium on Legal Services and the Public (ABA, 1995). It is no surprise that the biggest complaint, among dissatisfied clients, was lack of communication.
Attorneys are required, under Rule 1.4 of the Rules of Professional Conduct, to keep clients informed about the status of their case and to promptly comply with reasonable requests for information. With today’s technology (i.e. internet, cell phone, email, voicemail, fax, and text) there is absolutely no excuse for lack of communication between attorney and client.
With that said, communication is a two way street. Attorneys have many clients, but clients generally only have one attorney. It is easier for a client to call their attorney with questions, then for their attorney to call each client every time a letter is draft or received. Clients should also make sure they call their attorney with any updates on their contact information. There is nothing more frustrating than calling a client only to find out they have moved and their number has been disconnected.
Attorneys, when your client calls, RETURN THE CALL. I will admit to having gone 30 plus days without speaking to a client if there is nothing new on their case. However, if a client calls, emails, or writes, I do my best to responds in a timely fashion, if I am unable to do so, I make sure someone from my office does.
If a client has made all reasonable efforts to communicate with their attorney and gets nothing but radio silence, a client has the unquestionable right to fire that attorney at any time. The process is simple, find a new attorney and let them contact your attorney to let them know their services are no longer required.
However, I don’t advise firing your attorney until you contact a new attorney. If your case is close to hearing or a major event, it may be difficult to get a new attorney to take your case on such short notice. A new attorney can explain this further and any other potential consequence of firing your attorney.
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