Monday

The Value of Professional Assistant Week


In the legal profession, attorneys run into roadblocks constantly and to deal with them you have to have two things: a sense of humor and a great assistant. You can get by with just a sense of humor by itself but you'll go nuts in the process. You have to have the right legal assistant. Period.

For one week out of the year (perhaps thanks to Hallmark?) we get to express our appreciation to those who help us get through every day, and Lord knows they deserve more credit than they ever get. Their contentment and happiness is crucial to your success as an attorney.

Your assistant is the interface between your clients and yourself. Clients will not feel appreciated and pleased if your assistant just doesn't "click" right with them in every call, every interaction. It may be hard for many attorneys to realize how critically important it is to have a great assistant, but it's a fact of business.

Think about the last time you went to a restaurant and how the whole experience was affected by the interaction of each person along the way --- and you never even met the chef or the owner! It's a fact. If the waitress/waiter is not attentive and helpful, friendly and cheerful, it will affect the whole experience and your opinion of the restaurant itself will suffer. It's the same thing with your assistant.

Find the right assistant and everything works great. Get the wrong person for the job, and you professional life will be terrible.

So, the moral is make sure you get the right person in the right job, especially your legal assistant. And then pay them good. And then take every opportunity to make sure them realize that you realize just how important they are to you. Start by telling them when the opportunity arises. And then show it when you can. A good assistant doesn't expect to be treated as though they can walk on water, but they do expect to be treated with respect, courtesy, and appreciation.

But that calls for a whole other discussion...so let's talk about Professional Assistant Week. It's time to make sure your assistant knows how appreciated they are.

One of the best ways to make sure your assistant, and every female support staff member, is happy is flowers. While a male assistant might not be appreciative, there is something about flowers that say "thanks" with sincerity to women. For a male assistant, you'll have to come up with something far more specialized to the person.

For our firm, we try to share humor whenever we can, wherever we find it. Sometimes we even get to cause a smile to brighten up someone's day. When you can, that's a great professional assistant gift.

For us, the Burdge Law Team is more than just lawyers. Each of our attorneys has an assistant, and an entire staff, of dedicated professionals who tirelessly work to squash every lemon and make every manufacturer pay for it.

For them, this week is dedicated. Today they each received a beautiful (and humorous) lemon flower arrangement like the one pictured above with the heartfelt thanks of our attorneys and our clients. Our professional assistants work hard every day to help our clients get rid of their lemon car or lemon truck or lemon rv or lemon boat, or deal with another Consumer Law issue. Because of that, a lemon flower arrangement just seemed right. For your law practice, try to find something that works with your "firm theme".

And say "thanks" too. Flowers are nice, but a personal statement of appreciation is worth so very much more to your assistant. They know that you are a very busy professional, so the fact that you took a minute to express your thanks will say more than the words will ever accomplish.

Try it. No, we should have said try it right now.

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Sunday

How to Write a Letter to a Client

Law school teaches young would-be-lawyers a lot of things but there are a lot of basics that they don't teach law students at all. One of them is how to write an effective letter to a client. Historically the most common grievances come from lack of clear attorney-client communication skills.

After awhile, letter-writing gets to be automatic but until you get there (and as a reminder even if you are already there), here's some tips on what a client letter should cover, in the order they should appear in the letter.

1. The Why. Tell the client why you are writing (to update them on status of their case or an issue, to ask a question, to provide an answer to a question they asked, to send them documents to review, etc).

2. Just do it. Provide the update, ask the question, give the answer, explain the documents, tell them what you want them to do, etc. Do it.

3. Get a response. If your letter requires a response from the client, tell them how (via email, phone, etc) and when you need their response (a firm deadline). If your letter does not require a response, then say that (so the client doesn't wonder if they are supposed to respond). If a conference with the client is needed, then ask the client to make an in-office or on-phone (say which way you want it to be) appointment to discuss the issue and their resulting response.

4. Explain it. Tell them why or how the immediate inquiry fits into their case at that moment, so they understand why it matters and why it is important to respond.

5. Predict the future. Tell them what will happen next in their case, so they realize that you are working on their case and that you need their response in order to proceed to the next step of the case.

6. Say something good. Use the opportunity to say something positive or provide reinforcement to the client. Your letter may cause concern so your client will appreciate hearing some "good news" in their case, even if it's only your opinion or reassurance that things are proceeding normally as far as you are concerned.

7. Express thanks. Thank the client for their continued patience and assistance and say that if they have any question to let you know and how to contact you (phone, email, etc).

More tips on letter writing:

Generally, your message should be sent in the manner that you expect a response to occur (if you want them to email you, then you use email to send the message, etc). However, always remember that some things require the personal touch of a phone call.

The letter should generally be less than one page or two at the most. Everyone knows that lawyers sometimes like to talk at length. Lawyers often fail to realize that non-lawyers don't like to read (or listen) at length.

If appropriate, a copy of the letter should be put in your follow up tickler system as a reminder for a specific future deadline date.

First-timers need to remember the above. Later, after years of letter writing, you may need to remind yourself again. Good client communications are critical for long-term professional success.

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Two Bucks is Worth It


Some things you see are so cheap you can't hardly find a reason not to get them. This is about one of them.

A lot of attorneys still miss the point that the practice of law is a business first and a law practice second. Other attorneys understand that but still have a hard time figuring out how to treat it like a business. One way to start is to begin reading publications that are directed at the business side of your law work because you law work should be about your business.

While in an airport lounge recently I picked up a copy of Business to Business magazine and was surprised to see how much of it was useful to the legal profession. Highlighted articles dealt with a variety of topics that affect a law practice everyday.

"Alive & Well" is an interesting discussion of the policies and politics of health care. If your law firm is concerned about health care costs, and who isn't, then you can get a good dose of health care issues right here. If you aren't at the Delta lounge in Atlanta, you can read (or listen) to it by clicking here.

If you're in charge of hiring, you probably ought to read "The Mellennials Cometh" which is also in the April issue. I learned a thing or two that I'll keep in mind for the next associate hiring and you probably will too.

There's a fascinating article on "The ROI of giving" that talks about the generous return on investment a business can get from charitable donations, a topic discussed a few months back, which deals with stats and studies that show a real benefit to being beneficial.

There's lots more in this issue, and every issue, and it's certainly worth the very modest $24 annual subscription cost. They didn't pay us to write this but, speaking of business to business, maybe they should've.

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Tuesday

A Disposable Laptop?

Finally. An ultralight laptop that's so cheap you can just throw it away if it breaks, without losing sleep over it. And it only weighs 2 pounds. Light, small, cheap. What more could you want?

The Asus Eee pc has been getting rave reviews that all seem to start out with the fact that it costs less than $400 but quickly point out that it has a solid state hard drive (no moving parts), a built in camera and Wi-Fi and comes loaded with a decent set of 40 basic programs that'll get you running right out of the box. And it'll keep you running for over 3 hours on the battery too.

This is one laptop you have to check out. Read the review in PC Today magazine by clicking here at PCToday.com or check the company's website by clicking here.

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Thursday

Handling Abusive Deposition Tactics

Every once in a while you see an article that you wish you had seen years ago. This story is about one of those.

We've had lots of depositions where the opposing attorney obstructed and interfered with a smooth orderly deposition before. You can takes years, and dozens of depositions, before you begin to figure out how to deal with some of these people. Or you can check out the Ohio Trial "Abusive Deposition Tactics" article published in the Winter 2008 issue by Ohio Association for Justice.

Authored by attorney Rebecca Castell and attorney Raymond Tisone, you'll get great examples and tips, with lots of references to the Civil Rules. If you haven't seen it, go online here to find out how to join OAJ and get a copy. The OAJ membership cost is worth it just to get a copy of this article alone.

The topic is similar to Salt Lake City attorney Robert Sykes' article in The Utah Trial Lawyers Association, December 4, 2003 title "Abusive Deposition Objections: How To Ethically Even the Playing Field" which is another good article on this topic.

A classic example of "lawyers gone wild" appears on YouTube here. If you haven't seen the off-screen fight between two lawyers, and the hapless witness caught in between, it's worth a look. It's a great example of what not to do.

If you've been lucky and have not had to deal with an opposing counsel who abuses the deposition process, then now is a good time to read the OAJ article. You don't want to be reading it later and mumbling to yourself "so that's what I should have done."

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Tuesday

Ohio Attorney General e-Newsletter on Consumer Law


Ohio Attorney Marc Dann is working hard to find ways to help consumer advocates protect consumers everywhere. He's off to a good start already but now he even goes himself one better.

Attorney General Dann has started a monthly "e-newsletter" that will bring the latest updates on consumer laws, fraud alerts, and prevention tips to your email inbox. Each issue promises to provide links to more in-depth resources to help advocates protect consumers and their clients.

Among recent articles was a list of the Top 10 consumer complaints, showing auto issues at the top spot, followed by credit issues, and more. That list will certainly tell you the heartbeat (or heart ache) on the street. Most people don't know that a more detailed explanation of the Top 10 and other AG office activities can be found in the annual AG Office's report (click here for the 2007 Report).

Tips for online shopping were noted and a nice article on the problems of Tax Refund Anticipation Loans, which is perhaps one of the more clever ways to get into consumer's wallet without all the usual appearances of a ripoff.

If you're a consumer advocate, this free newsletter is for you. It's off to a great start and I strongly recommend you sign up for it. It'll keep you up to date and, best of all, it's free.

You can subscribe by sending an email to ConsumerEnewsletter@ag.state.oh.us or by just telephoning them at 1.877.AG4Ohio.

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