April 28, 2006
When Referring a Client to another Law Firm
While meeting with the executives of a privately held corporation last week, the president related a story that should convey an important message to law firm partners.
He was not a happy man! The corporate president had contacted his usual law firm concerning a patent issue. Since that law firm did not handle patent matters, the relationship attorney recommended an alternate law firm specializing in Intellectual Property. Following an initial conference call, the patent attorney disappeared from the radar screen. The president explained that he has been waiting for the promised follow-up information and nothing has come forth. He called the law firm a few days earlier and no one has returned that call. The president asked me to suggest a replacement law firm!
There are two important lessons here.
The first lesson is, “Never recommend and just forget.” When you refer your client to another law firm for specialty work, you will be judged by the company you have been keeping. If that recommended law firm turns out to be unresponsive or gets poor marks for service quality, it will be a reflection on you. Make sure that any firm you recommend has a good track record. Make sure that the recommended law firm understands that you will be following up. Make sure they understand that future references will depend on the satisfaction of clients you have referred to them. Then make darn sure you keep your word. Follow up with your client and follow up with the law firm you recommended. Be upfront with your client. If you can’t vouch for the service quality of a firm you are suggesting, tell the client this information. Tell the client you will stay involved in an effort to assure that the recommended law firm is being responsive.
The second lesson is for all of us. If you don’t communicate with your clients, they will not be your clients for long.
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