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Toxic Client Strategies for Dealing with Difficult P eople

Toxic Client Strategies for Dealing with Difficult P eople. With Garrett Sutton, Esq. And Mark Goodman, Esq. Our Working Environment. Stress Long hours No vacation Nonpaying Clients 80% deal with them. Our Working Environment. Difficult clients with toxic personalities = Toxic Clients.

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Toxic Client Strategies for Dealing with Difficult P eople

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  1. Toxic ClientStrategies for Dealing with Difficult People With Garrett Sutton, Esq. And Mark Goodman, Esq.

  2. Our Working Environment • Stress • Long hours • No vacation • Nonpaying Clients • 80% deal with them

  3. Our Working Environment Difficult clients with toxic personalities = Toxic Clients

  4. Red Flags What are the red flags for identifying Toxic Clients?

  5. Problems with Previous Professional/Provider • Client had some kind of problem with a previous provider and/or has been fired by another provider. • Client has had multiple providers already on this matter. • Client seems to be talking to half of the local bar association about their matter as they simultaneously want to retain us.

  6. High Drama • Client has a long complicated story with high drama. • They get highly emotional about the situation.

  7. Shopper • The only thing the client seems to care about is price. • Client bargains aggressively on price, rates and payment terms.

  8. Nitpicker • Client nitpicks the billing. This person will call repeatedly to go over the details on each invoice before ever paying.

  9. Commodity Trader • Client views your services as a commodity not a relationship-based business.

  10. Rich and Famous • Client thinks that their case is my opportunity to “make a name for myself” and become rich and famous.

  11. Judge is Biased • Client alleges that the Judge is “biased.” Once in a blue moon, a judge actually is biased. The other 999/1000 times the client is just crazy.

  12. Non-Empathetic • Client is incapable of seeing the case from the other side’s point of view.

  13. Conspiracy Theorist • Client believes there is a conspiracy to destroy him/her. In my experience there is never any evidence of this, but the client is 100% convinced.

  14. Mouthpiece • Client wants to run their own case and use our firm as a mere mouthpiece. • Client wants to write the pleadings but just have us get it filed. • Client will not listen to or agree with my advice and analysis but wants to proceed with us anyway.

  15. Last Minute Crisis • Client has a horrible last minute crisis situation when they come into our office for the first time. 99% of the time this could have been dealt with earlier.

  16. Dog Ate My Homework • Client is highly dilatory with necessary follow-through. • Client does not return communication. • Client does not take legal work, documents, deadlines seriously.

  17. Friends/Family Issues • Friend or family member is a provider but not retained on the case. • Family member is paying, but not the client, thus family member wants to run the case.

  18. Vague • Client is vague about the details of the case, does not seem to be forthcoming and/or does not remember details that any reasonable person in that situation should know.

  19. Fallen From Grace • Client used to have/make lots of money and now is struggling financially. These people can’t handle tight budgets, tend to flake on bills and often get whiny.

  20. Only Client • Client acts as if they are our only client.

  21. Talker • Client talks and talks but won’t listen to what I have to say.

  22. Get a Hobby • Client seems to have no life outside of their case. Client lives and breathes the case 24/7.

  23. Amateur Lawyer • Client does their own research and is continually presenting it to us.

  24. Too Personal • Relationship becomes too personal. Client almost seems to want to date me.

  25. Anal • Client is super anal-retentive. While it’s good to have a client that pays attention to detail, it’s very difficult to work with clients that are ultra-obsessed with every detail.

  26. Stubborn • Client is stubborn. Stubbornness is one of the hardest qualities to deal with in the legal profession. Ironically, dumb is manageable.

  27. Wannabe Big Shot • Client talks as if they are very rich or successful. • Client discusses big deals or big money from the past, but is shocked at the idea of paying a few thousand dollars for legal representation. • Client talks about grandiose ideas usually involving big money and/or fame, and there seems to be no connection to the client’s current reality.

  28. Take it to the Top • Client has written to high ranking government officials, such as the Governor or the President, about their private legal dispute.

  29. Success! To Succeed in Business, Know When to Reject a Toxic Client

  30. Contact Us • Mark Goodman, Esq. (775) 473-4268 • Corporate Direct, Inc. (800) 600-1760

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