When clients hire a lawyer, they expect you to know your way around the legal landscape. Nonetheless, there are numerous factors outside of your legal expertise that can lead clients to question (or downright distrust) your competence.
Obviously, such doubts can severely jeopardize the attorney-client relationship.
In this post, we’ll explore eight critical factors that can make clients think twice about their lawyer’s abilities.
#1: Technical difficulties
Perhaps not surprisingly, today’s legal clients expect their attorneys to be technologically savvy.
In fact, our 2024 study on attorney competence found that your technological abilities have more of an impact on your clients’ opinions of you than your legal expertise or the case outcome. Read the full report here.
Not only that, the profession itself requires technical competence of attorneys.
Comment 8 to the ABA Model Rule on Competence specifically instructs that in order to “maintain the requisite knowledge and skill, a lawyer should keep abreast of changes in the law and its practice, including the benefits and risks associated with relevant technology.” (Emphasis added.)
Clients aren’t dumb.
They know that technology often improves efficiency – and when lawyers are more efficient, monthly invoices are lower.
If you struggle with attachments, ask for documents via fax, or send messages from an outdated AOL email address, your clients will have serious doubts that you’re properly equipped to handle their case.
Still, like the ABA, clients are aware that some technologies are risky. When they see articles about, for example, the attorneys in New York who were sanctioned for submitting a grossly misleading brief generated by AI, they want to know that their attorneys aren’t careless enough to make a similar mistake.
That means that in order to enhance your clients’ perception of your competence, you need to be willing to incorporate new technologies into your practice without being reckless about it.
#2: Failure to respond
When it comes to perceptions of competence, responding to client inquiries isn’t just a courtesy; it’s a fundamental expectation. Clients operate under the belief that their attorneys are accessible and attentive to their needs.
When lawyers fail to respond to calls or emails within a reasonable timeframe, it sends a troubling message: that the client’s concerns are not a priority.
This perception can quickly erode trust, and can leave clients questioning the lawyer’s competence and dedication to their matter. Moreover, responsiveness is intrinsically linked to effective communication and client satisfaction.
Clients who feel ignored or undervalued may start to wonder if their lawyer possesses the necessary skills to advocate for them.
Indeed, a lack of responsiveness can create a domino effect, where clients become increasingly anxious and dissatisfied the longer their efforts to communicate go unanswered.
Given that we live in a world where instant communication is both possible and expected, failing to meet these standards can leave clients doubting your true capabilities.
#3: No proactive communication
Clients often feel nervous about asking their attorneys too many questions, but that doesn’t mean they don’t have any at all.
Lawyers sometimes forget that the legal process isn’t second nature to everyone. In fact, many clients have little to no understanding of legal procedures, timing issues, or the costs associated with resolving a legal matter. They want to ask questions, but don’t even know where to start.
This is why it’s entirely reasonable for clients to expect you, their attorney, to take the lead.
They want you to anticipate their questions and proactively provide answers without having to plead for information.
When an attorney fails to communicate in this proactive manner, it can lead clients to perceive that you are just as unsure as they are about what to expect.
#4: Unclear communication
Likewise, unclear communication can be a significant red flag for clients — and one that understandably leads them to question their lawyer’s competence.
For example, legal jargon, while familiar to attorneys, can create barriers for clients who may not understand complex terminology (or Latin).
When lawyers rely too heavily on legalese, they risk alienating clients and making them feel confused and uninformed about their own cases. Some clients will assume that you’re using complex language on purpose to mask your own incompetence.
Ultimately, clients want clarity and transparency.
They want to grasp the subtleties of their legal matters without feeling overwhelmed. If a lawyer cannot explain concepts in straightforward language, clients may wonder if they’ll be able to advocate effectively in front of judges and opponents.
Perhaps most troubling, ambiguous communication can lead to misunderstandings about timelines, costs, and expectations.
All of this compounds client anxiety.
And you can’t blame clients for feeling that way. When attorneys fail to communicate clearly, they not only erode client trust, but also raise doubts about their overall competence.
#5: Lack of organization
An attorney’s lack of organization can be another glaring indicator of incompetence in the eyes of clients.
When a lawyer appears disorganized – whether through missed deadlines, misplaced documents, or chaotic meeting schedules – it raises understandable concerns about their ability to handle a client’s case effectively.
Clients rely on their attorneys to manage complex matters with precision and professionalism. Anything less can make clients question your abilities.
Of course, unorganized lawyers come in all shapes and sizes.
You may struggle to provide timely updates or responses, have a disheveled appearance, or your office may look like it was hit by a bomb. All of these situations can intensify client worries.
The truth is, disorganization signals a lack of accountability, and that doesn’t bode well for your clients’ trust in your competence.
#6: An unprofessional website
These days, over one-third of legal clients start their search for an attorney online.
An unprofessional website with an outdated design, a lack of substance, or poor functionality can significantly undermine a client’s (or potential client’s) perception of the firm’s competence.
Some of the worst sites fail at very basic levels. For example, they may neglect to convey essential information such as practice areas, attorney qualifications, or client testimonials. Perhaps they forget to include contact details, or list disconnected phone numbers.
These inadequacies can leave potential clients feeling uncertain about not only the firm’s expertise, but its reliability as well.
In a time where first impressions are formed online more often than not, a subpar website can also suggest that the firm lacks technical competence. If you can’t manage a simple web form, how can you manage the litigation process?
Thus, if your law firm wants to instill confidence and demonstrate its capability, investing in a professional, user-friendly website is a really good idea.
#7: Bad reviews
Like it or not, online reviews hold significant weight, especially for professionals like attorneys and doctors. Poor reviews can quickly make potential clients (and existing clients) question your competence, regardless of your actual skills and experience.
Sadly, even a handful of negative comments can create doubt and raise issues about things like poor communication, lack of professionalism, or unsatisfactory outcomes.
These days, your prospective clients often compare multiple attorneys, so just a few bad reviews can easily tip the scales in favor of a competitor.
Unfortunately, it’s really hard to remove negative online reviews, even if they’re unfair or outright fake.
That said, it may be possible to mitigate their impact once they are written. For example, you should respond professionally to bad reviews and encourage private discourse with the dissatisfied client.
A more sustainable strategy is to cultivate good reviews all the time. Encouraging satisfied clients to leave positive feedback can also help outweigh the bad that will inevitably pop up.
Ultimately, however, the best defense against poor online reviews is to consistently communicate with clients and to assuage their concerns before they ever get to the point of writing a negative review.
#8: Unpreparedness
When it comes to your responsibilities as a legal representative, few things will make a client feel more cheated than unpreparedness.
Whether it’s arriving at court without key documents, struggling to answer basic legal questions, or appearing disorganized during negotiations, these lapses all point to a lack of professionalism.
Clients expect their attorneys to be both legal experts and also meticulous planners who anticipate challenges and have strategies in place.
When attorneys seem unprepared, it sends the message that they may not be investing the necessary time and effort into the case.
Moreover, it creates frustration for clients who may feel that their case is not a priority, or that the expensive legal fees they’re paying you are a rip-off. Imagine hiring a plumber who showed up without a wrench — that’s the impression you give when you’re not totally prepared.
Conclusion
In legal practice, a client’s perception of your competence has a direct correlation to your success.
While we all go through times where our workload or personal matters make it difficult to do our best, staying mindful of these eight factors will go a long way toward ensuring that your clients keep you in high esteem.
