How to limit client drama

Listen to this article

Boston — Dealing with emotional clients is an occupational hazard for many lawyers, especially family law practitioners, and more recently for lawyers counseling individuals in financial distress amid the current crisis.

“Clients are looking for their attorney to be a savior, and there’s a tremendous pull for the attorney to do something,” said Dr. Alex Yufik, an attorney and forensic psychologist in West Hollywood, Calif.

Simple rules that apply to all clients, such as keeping the client informed about the case and returning phone calls, can go a long way with emotional clients.

“People tend to overreact when they are faced with the uncertain, and they always draw the worst conclusions,” Yufik said.

Even if nothing is happening on the case, it’s important to let the client know you are on top of it.

One of the first things that triggers a complaint to the state bar is a lawyer who doesn’t return a client’s phone calls, he added.

Here are his other suggestions for dealing with emotional clients:

Set ground rules.

The best way to avoid misunderstandings or problems later on is to have a clear discussion at the outset about what the attorney-client relationship will look like.

Then stick to the rules.

Lawyers most often get into trouble when they start bending the rules for clients, such as changing the fee agreement, allowing clients to pay later, or worse, lending money to or going into business with a client, leading to ethical violations.

Maintain clear boundaries.

Sometimes a lawyer will be so drawn into a client’s emotions that it can be tempting to lend a hand by giving the client your cell phone number.

But this is a mistake.

“A lawyer has no one to blame if he gives out his personal cell phone number and then is surprised when it rings at 2 in the morning,” Yufik warned.

Know when to refer.

When a client is very distressed, it may be necessary to refer him or her to a mental health professional.

You might say something like, “You seem really depressed. I work with a really good therapist who can help,” said Yufik.

Not only will your client be in good hands, but also you’ll avoid getting emotionally drained so you can concentrate on the legal work.