Columbus Attorney Harlan Robins Quoted in Law360 Article on Client Service

August 21, 2014
Columbus Attorney Harlan Robins spoke recently with Law360 reporter Allissa Wickham for the article, “5 Surefire Ways to Alienate Your Clients”.

Mr. Robins, Practice Department Manager for the firm’s Real Estate group, gave his insight on how to build relationships with clients and what not to do. Dickinson Wright, as part of its mission, always strives to have its attorneys provide first-class client service and to continue to build on relationships with clients that spans decades.

The first item on the list of bad habits is failure to communicate with your clients. This foible ranges from not returning phone calls to failing to outline the options in a case or project. Mr. Robins says that an attorney should avoid the temptation to send a short email rather than pick up the phone because explaining issues over the phone is easier and provides a personalized touch that builds relationships.

The article goes on to give advice on how not to talk down to clients, ways to clean up billing, listening to your clients, and remembering that lawyers work in a service industry. “I should always be the one to make things happen, as opposed to blaming other people,” Robins said. “And I think that the client doesn’t want to hear excuses; the client just wants it done.”

To read the full article, please click here.
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