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Confess to me your worst client abuse story.
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Rising Star
Bill for these texts. They’ll probably stop after they get their next invoice. Those 0.1’s add up. I’d just respond providing a brief update and saying they’ll get a detailed one with options and recommendations next week. Then send the detailed update via email and bill for that too.
Word. I do the same most of the time, though i may consolidate to one .1 if the reply was short or whatnot.
I would put it in writing that the client should stop communication to that number (as a protection after my suggestion) then if you’re able, block that number that they’re texting from.
Also, 0.1 is your friend. That’ll have them considering this behavior in the future.
Line 2 will let you keep the number. Google voice is spotty. Zultys for the firm. I can call extensions directly as if I’m at my desk
Rising Star
First, say that you are not allowed to continue texting for team visibility and compliance reasons. Also say, "I rarely use my phone during the day because I am at my computer all day. Second, literally ignore the texts. If client texts, let them sit for hours and respond via email.
Repeat, be strong. Boundaries are a thing. And cosign the google voice thing.
This. You can train people out of their habits. Also, as others have said, Google Voice is a very useful tool when someone demands to text/call a mobile number but you don't have a dedicated work phone.
You got bamboozled. You are going to get texts during the holidays, on the weekend. No more office calls, just texts
I think clients think if they text you then you are more likely to forget to bill for it. But, I am also seeing an increase in people who have “phone phobia” in that they either don’t know how to talk on the phone or their attention spans are so short that phone calls won’t work at all. If you use MyCase, you can text from that platform and 1) capture the communication and 2) bill from the text.
There are also apps that will capture your texts and can “stitch” them together for documentation purposes and/or litigation (family law attorneys rejoice!).
If your practice relies on repeat clients, you are getting horrible advice on this topic. If the client is texting you, you have an opportunity to build a strong, personal relationship that will outlast this one case. Text them, build the trust, bill them if the commitment exceeds .5 in a single day; otherwise, recognize that they are probably just a cog in big company, and for whatever reason they trust your advice. This is client development, and you are looking at a future client. When they call you next time--especially if you are at a new firm or if the relationship partner has left your firm--then you have a new client. This is one of the secrets to a lucrative career. If you don't want to be available 24/7, then you may need to rethink your practice.
Yes, prior advice was from a male partner, but I'd expect everyone on my team to take the same approach regardless of gender. If a client crosses the line, then we fire the client; if one my associates ever told a client not to text them, I'd fire the associate (assuming that we weren't dealing with harassment). Every practice has its own challenges, and I think this chain amplifies the differences. I work in an AmLaw 50 corporate practice, and 24/7 client service is required from all. I have family members who do criminal law, and I would expect a no-text policy; same for mill work, plaintiff work, etc.
Ask them not to text you.
This is the correct response.
I have a client that texts me. But he is my client. Even then - I have let him know that I don’t want to discuss anything remotely privileged via text. That has eliminated the requests for updates via text.
Rising Star
Change your number if you used your personal line. If the firm doesn’t give out phones make sure you use a Google number in the future.
Had it happen to me once with my work phone and it was awful. Good luck
Tell them when your available to speak with them live (phone/zoom) and ask them to kindly bundle up the questions for that phone call. Texts create risk of miscommunications. Redirect your attention and their attention to methods and means for providing good counsel. You want to understand the questions they are asking before you answer
I love texts. 0.1 for each text and reply.
When I worked in a firm that used hourly billing, our fee agreement stated that we billed in 0.1h increments, so we were able to bill for "quick" phone calls and texts. Also, texts often require some research on the attorney's part, e.g., to check the status of a case, so it's not just the 30 seconds it takes to send the text.
In any event, the firm I'm with now only does fixed fee billing, so we don't bill clients for phone calls or texts at all. It's all rolled into the fee we charge for the case as a whole.
I hate when clients text me. I only reply in true emergencies or if I know one of us is traveling/otherwise not available by phone email. If I receive a text, I always reply by email or with a phone call instead.
As long as it’s related to work, I don’t see the issue, as it’s just another form of communication that should be billed for (and retained for the file). If you want to make real client relationships, then I would see this as a positive. If the client is getting annoying, then I’d treat it as a lesson in client management. Chances are they probably just want more frequent updates if they’re bombarding you with texts.
I do criminal, so clients love to text and call when they get in line to order food. So, they can put me on hold when it is time to order their food. It is not extreme efficiency, it is pretending to be important.
Just respond with times you are available to speak next week and ask that they call you then. Texts are fine for normal text things like logistics and brief updates but it's easy enough to say it's more efficient to do the longer stuff via email or phone. Bill your time. You could say your firm prefers that written communications be sent via email so they can be easily filed, but I've always found that telling a client it's more efficient (ie cheaper) to do something a certain way is usually justification enough.
I wouldn't try to ignore or "train" a client though. Many clients aren't used to having anyone tell them no and won't take the hint. They'll be annoyed with you and likely keep trying to reach you or the person above you. Then you'll really be in trouble. No one can fault you though for telling the client when you are available and when you're not.
Just reply quickly to email and text really slowly. Then apologize and say that’s your personal phone and you turn notifications off to focus and don’t check texts that often.
Make sure that your, written, fee agreement provides that the Client takes the risk of loss of the attorney-client privilege and confidentiality as a result of all electronic communications. Of course, that may not actually be upheld, but you won't even have that argument if you don't include that type of clause ... and it is recommended that you have a separate initial for that paragraph so the client cannot claim to 'not having seen it'. And, if your fee agreement does not include this, send them an addendum which states that client insists on insecure electronic communications, and so accepts the risk of compromise of such information.
TextMagic - then he/she doesn’t have the personal number
So as some people suggest block the client!
Tell them it's your private phone and you were doing them a favor. That from here on out it's .10/ text.
Don’t give in again. I’ve made that mistake a couple times...no more.
My work phone is a VOIP I really don't mind texts it's a super efficient way of communicating for "some" things.