Dealing With an Upset Client

Whether you are an in-house counsel or a law firm attorney, you will need to learn to deal with an upset client if you are going to build long-term relationships:

“It’s almost a certainty that, at some point, every lawyer will have an unhappy client. In his seminal research on loyalty, business strategist Frederick Reichheld concluded that simply satisfying clients is not enough to retain them. Research showed that depending on the industry, between 65 and 85 percent of customers or clients who defected said they were satisfied or very satisfied with the company they abandoned. They left because they didn’t like the experience.”

Read: Dealing With an Upset Client at Attorney at Work

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