In this episode, Steve Fretzin and Larry Smith discuss:

Why lawyers are challenged to deal with stressors in an empathetic way.
Listening and diagnosing the problem before trying to solve the client’s problem.
Building trust and relationships with clients.
How to handle a client on the ledge and setting expectations.

Key Takeaways:

Be kind, you never know what other people are going through.
Don’t just let clients walk out the door. Set up another appointment and get the last word. Set up the next step and make it easy.
Make certain promises that you know you can fulfill. Don’t promise things that are uncertain or outright false. It will destroy trust within the relationship.
You have to get your mind right before you can empathetically communicate with a client or team member. Everyone has bad conversations and bad days, but you need to get your mind right.

"What I like to do is make certain promises that I absolutely know I can fulfill. You’ve got to know what you’re going to be able to do for sure, don’t shoot over." — Larry Smith

Find out more about the Bootstrap Your Marketing to Build Your Personal Brand Event at: https://fretzin.com/events

Thank you to our Sponsors!

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Episode References:

This American Life Podcast: https://www.thisamericanlife.org/

About Larry Smith: Larry Smith has been practicing law for 30 years, spending the last 25 focused on consumer rights, and primarily in consumer financial issues. SmithMarco, P.C. represents consumers who have been victims of cybercrimes and identity theft. With offices in the Chicago area and in Sarasota, Florida, Larry Smith has represented consumers all throughout the country on both the trial and appellate level and in both state and federal courts. Mr. Smith has provided lectures to members of the National Association of Consumer Advocates and the National Consumer Law Center on issues pertaining to fraudulent electronic transactions and consumer credit reporting issues.