Ethics Task Force Blog

Posted on April 15, 2025 in Uncategorized

Written by Jonathan Dichter

The Heart of Client Care: Moving Beyond Case Management

In the legal profession, we often talk about "case management" - the systems and processes that keep our cases moving efficiently. But what about *client care*? True client care goes beyond deadlines and filings; it's about treating clients as *people*-scared, uncertain, and in need of guidance. And when done right, client care doesn't just make clients feel better - it makes us better lawyers and in fact, human beings.

The Difference Between Case Management and Client Care

Case management is about logistics: deadlines, court dates, discovery responses, and filings. Client care, on the other hand, is about relationships. It's about understanding that when someone hires a lawyer, they're often going through one of the most stressful experiences of their lives. Recognize that your clients don't get to leave their cases behind at 4:30 just because the work day is over. They're going through the unrelenting traumatic stress associated with being charged with a crime. They don't just need a legal technician-they need an advocate, a counselor, and sometimes, a calming presence, or dare I even suggest it, a friend.

Consider how from the first moment you (or your staff) interact with potential clients. First question out of the gate is often something logistical, like, "When did your DUI happen?" A client-focused advocate, however, might train their staff to first respond as a human being with empathy, "I'm so sorry this happened to you. That's awful. Let's find a way to help." These small shifts in language signal to clients that they are more than just a file on our desk. They are people asking us for help, and maybe we do care about them.

The Ethical Duty of Care

Empathy isn't just a soft skill-it's an ethical imperative. Ethical lawyering isn't just about knowing the rules of professional conduct; it's about practicing law in a way that earns trust and fosters real communication. Clients who feel heard are more likely to be honest, engaged, and cooperative. They're also more likely to aid you in your defense in a real and tangible way.

A lawyer who prioritizes client care:

• Responds promptly to calls and emails.
• Remembers personal details about their client and their client's situation.
• Acknowledges hardships and offers genuine reassurance, and assistance where possible.
• Leads their team by example, ensuring staff treat clients with the same respect and empathy.

Building a Client-Centered Practice

Great client care isn't just about making clients feel better - it's also smart business - and can have a demonstrable effect on your bottom line. A well-cared-for client is a client who will refer others and leave positive reviews. One of the simplest ways to improve your reputation as a lawyer is to practice law with the same compassion you'd want if you were in that situation. And if you can't imagine yourself IN that situation and can't see the humanity in the person there at your desk asking for your help, allow me to subtly suggest that you may be in the wrong line of work.

So how can we better incorporate this into our practice?

• Active Listening: Don't just wait for your turn to talk-truly listen, reflect, and then reply.
• Empathetic Communication: Change "Did you get your xyz (steps needed to help your case) done?" to "How can we help you accomplish what we need, so it's not so overwhelming?" It acknowledges that while most of this is second nature to us, to them it's new and scary.
• Proactive Support: Instead of telling a client to call a vendor for their IID issue, offer to get your rep on the phone for them, or better yet, call the rep and handle their issue for them.

The Future of Legal Practice: Balancing Competence with Compassion

Clients want lawyers who are skilled and innovative, yes, but they also want someone who cares. The future of legal practice isn't just about being the best litigator in the room - it's about being the lawyer whose clients feel seen, heard, and valued. Especially in an ever changing world of technological advancements that make us further and further apart from each other (consider the difference between READING this blog, and talking with me about it over a cup of coffee) - recognizing the humanity of your clients and showing them the empathy they deserve is critical.

When we approach client care as a fundamental part of our ethical duties, we elevate the profession as a whole. And in doing so, we remind ourselves why we got into this field in the first place-to help people when they need it most. Because at the end of the day - I promise you - they need you.

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