Poor client communication is the source of both client anguish and discontent with the legal profession. Case in point: failure to return calls is the most frequent complaint to the state bar where I practice. As bankruptcy lawyers, we're dealing with people under stress: they are seldom at their best and their capacity to absorb the intricacies of bankruptcy is often limited. Still we need their involvement to do a bankruptcy case well. When they don't see the big picture or walk out of the office with unanswered questions and half-baked understandings of their case, discontent or major blunders often follow. In the day of ubiquitous on-line review sites and the ever present DIY ethos on the internet, neither the individual practitioner nor the bankruptcy bar as a whole can withstand the negatives that follow from the unhappiness that results. I have a low-tech strategy for both addressing the information gap up front and lessening the need for one-on-one explanations of … [Continue reading...]