One of the things a client wants is the absolute assurance that her lawyer is completely in control.  Even if you’re feeling unsure inside, it’s critical to maintain self-confidence in all of your dealings with clients.

Recently my client, Mark, hired me to work with an associate. He wants us to work on the concept of ”smooth sailing”. The associate is new, he is anxious, and clients know it. They don’t know that his anxiety is about his new position, not about their legal matter.  All they see is his fear!  You can imagine how well that is working out.  

Mark nailed it when he said, “confident people make the hard stuff seem easy” while “less confident people make the easy stuff seem hard.” Successful lawyers make the hard stuff seem easy.

If you have doubts or fears, take the time to think about the appropriate way to talk to your client. Stick to facts and percentages, be honest and direct, but make sure your client feels safe and secure.  Always ask if she has questions or concerns and address them. She may not be happy with the outcome of her case, but she’ll know that you were a great lawyer who represented her well. 

Whether you’re on the phone, writing an email or face-to-face, remain aware of how you are being with your client. By your words, your inflection, your expression- show them that they are in good hands.