January 31, 2017
"Over-Communicate: Bombard, Copy, Confirm."
Rule Five: "Over-Communicate": Bombard, Copy and Confirm
I am indebted to Jay Foonberg for the inspiration for Rule 5--both "bombarding" and the idea of keeping clients continuously informed. Nearly all of my better thoughts about practice management are influenced by Foonberg. The notion of "bombarding" clients with paper and information does have obvious exceptions. For instance, you work with a GC who trusts you and wants you to leave her alone. She doesn't want you to copy her on every transmittal letter or e-mail. Fair enough. Just be 100% sure you know what she wants and doesn't want. But aside from that, this is a "can't miss" rule--and I am amazed that many good lawyers express surprise that my firm informs the client of everything at each step of the way, and copies our clients on everything.
Again, our eternal debt to Jay Foonberg, who had a birthday this week, for this rule. We just changed the words a bit. Happy Birthday to the first lawyer we know to sit down and think about how clients think.
Over-Communicate--but keep it short and don't spazz it up.
Posted by JD Hull at January 31, 2017 12:52 AM