This quarter, our series is discussing the intangible traits and qualities that firms and organizations are looking for when they make hiring decisions. Often, these qualities are not taught in law school, but you can practice and develop them. With each trait, we’ll also consider some concrete things you can do during your summer to strength these qualities. Last week, we talked about generosity, flexibility and enterprise. This week, we’re focusing on client service and diligence.
Diligence
For those of you who have not yet taken Professional Responsibility (spoiler alert!), RPC 1.3 states: “A lawyer shall act with reasonable diligence and promptness in representing a client.” The first comment is a little more helpful: “A lawyer should pursue a matter on behalf of a client despite opposition, obstruction or personal inconvenience to the lawyer, and take whatever lawful and ethical measures are required to vindicate a client's cause or endeavor.” Personally, I think every trial attorney (or at least every public defender I know) loves this clause. It’s the stuff movie-dreams are made of – the noble, hard-working attorney, running for the courthouse, dodging ill-mannered opposing counsel, jumping over obstacles, all in the name of serving your poor, downtrodden, underdog client…
Another definition of “diligence” comes from Miriam Webster: “the attention and care legally expected or required of a person.” This is the “cross your t’s and dot your i’s” kind of diligence. These are not two different definitions. Your clients will expect you to represent them as fully and ethically as you can, and that includes producing quality work product and taking the time to thoroughly research the issues involved. The most successful new attorneys understand the importance of diligence. Whether they are writing a trial brief or an internal memo for their supervising attorney, effective new lawyers turn in complete work, not drafts. Proofreading and proper grammar are critical – not a matter of “style.”
What can you do to improve your diligence?
- Proofread! One of the most frequent complaints we get from employers is about spelling and grammar errors. Spell-check is not enough.
- Ask for feedback. Check in with your supervising attorney about ways to improve your research, writing, oral advocacy and client communication skills.
Client Service
Last summer, the public defender office where I worked had an amazing intern. At the last minute, at 9 am a judge asked me to research and an argue and issue for a client who was assigned that morning to my office at a 1 pm hear that same day. Given that I was in court all day, I asked our intern to do the research and write a short memo with possible arguments I could make in court and what I should watch out for from opposing counsel. Her work was phenomenal – I had a list of points, including sites, and the full opinions beneath so I could read them over lunch before the 1 pm hearing. But what made her work so incredible was that she wrote her memo as if she was the attorney for this client. Why? Because my client was her client. She was not just “helping out” on my argument; she understood that she was a critical part of this client’s legal team.
This summer, if an attorney gives you a project, it’s not because they like to see you look busy. More often, your task is a critical part of a client’s representation. No task is beneath anyone. There is no magic band of elves that come in at night and do all the little tasks that a busy lawyer would rather not do. All of it is important because all of it serves your clients.
Tips to improve your client service:
- Say yes. Whenever possible, if an attorney asks you to help them, say yes.
- Find a way to remind yourself who your client is, even if you’ve never met them.
