Education On Point provides client-focused continuing legal education. Our niche is small class size - currently no more than 30 participants. In addition, we have added new eCourses - a digitally recorded course that you download to your computer and then study at your convenience. It consists of an audio portion (the recorded lecture in MP3 format) and a written portion (outline and reference materials in PDF format).
We want to help new attorneys over that initial hurdle to figure out what is important, how to work with clients, what tools you need and when you need to refer to a more experienced attorney. Law school is terrific, but it doesn't teach us much about the actual practice of law. Our classes will focus on the 90% of what walks in our door. Estate planning is a fulfilling practice with lots of opportunity to be successful.
For detailed information about our courses, please go to www.edonpoint.com.
A little more about Client-Focused Estate Planning
What clients consider valuable and what estate planning attorneys consider valuable during an estate planning engagement are not always the same, perhaps rarely the same. Estate planning attorneys are caught up (as they should be) in the legal issues typically revolving around the estate tax exemption or perhaps controlling the estate from the grave. Clients are also concerned about these issues, but when we (the attorney) accomplish these goals the clients do not get an immediate gratification for our work. Our good work typically comes about after our client is dead.
It is our communication with our client that the client considers valuable. Answering the most common and basic questions which give peace of mind is the intangible satisfaction our clients want. Yes, the client is happy their estate is set up to capture his or her estate tax exemption, but "the plan" which the attorney may consider the pinnacle of the value is not what results in a satisfied client. The art of satisfying an estate planning client is not only putting your legal value in each and every plan, but also showing your client your value in your overall service. Below are a few good starters:
1. Make the client comfortable enough to ask you questions or tell what is on his or her mind. Death and incapacity are probably at the top of the most dreaded subject list. We know how hard it is to get someone to take that first step to actually make an appointment to see an estate planning attorney. Now that they are there – what is on their mind? It isn’t all about money. If no one has ever ask you (an estate planning attorney) about assisted living facilities, hospice, their pet, Medicaid, how do the kids find the will, what happens to the safe deposit box, organ donation, who handles funeral arrangements – you probably have not opened the door for your client to ask what might really be on his or her mind.
2. Be upfront about fees. Remove the possibility for the client to be disappointed or upset with your fees by stating them upfront, specifically and in an engagement letter.
3. Return phone calls. This is on every list of how to be a good attorney, but it cannot be stressed enough.
4. Be truthful. If you don’t know, tell them you don’t but that you will find out. Don’t sidestep a question.
5. Do what you say you will do. If you promise draft documents in three weeks, don’t send them a day later. Know your schedule and if something unexpected comes up, pick up the phone and explain why you cannot deliver on your promise.
6. Be creative and offer out of the box solutions. Not everything will require your legal services.
I hope this gives you some ideas about how to have more satisfied clients. If you have any other suggestions - pass them along.
