THE POST-COVID LAWYER-CLIENT RELATIONSHIP

Posted by Rachel Holland on July 29 2022 in News

Covid was a major disruptor to so many aspects of life, and law firms did not escape the steep learning curve that resulted. The lockdowns affected how we operate, care for one another, how we use our office space, interact with our clients, and communicate. The effects have remained long-term and have particularly impacted the relationship between the lawyer and client.

We were fortunate that our workflows were not interrupted as significantly as in some industries. The legal industry had all the tools at hand for working remotely – access to computer desktops, remote sharing of documents, video conferencing capability, online libraries, and electronic signing which had mainly been relied upon when clients or staff were out of town. In fact, most firms had made great strides toward operating paperless (a position often referred to ‘paperlite’). Much like what the Christchurch earthquake did to Christchurch law firms, lockdowns forced the industry to become reliant on electronic files overnight.

But how did this impact our clients?

In many ways, our clients quickly learned that they no longer had the need to visit a law firm. They adjusted to trusting and accepting electronic signatures, reviewing documents on a shared screen, and witnessing signatures by video. And like the whole world, we all learned how to attend court through video conference calls.

This eliminated the need for time spent in traffic, the difficulties of getting multiple parties in one space, parking challenges, and waiting rooms. It merely required a calendar request sent with a link to a virtual meeting. And for certain matters, the entire relationship was conducted by phone and email. All of this was a win for busy clients who live in congested cities.

It also opened the opportunity for lawyers to conduct their business from anywhere. Many are now considering operating from alternative locations to suit family or lifestyle, candidates are applying for positions in towns they don’t live in, and the requirement for a fixed office is under review.

This all brings into question, building and maintaining relationships

In the same way we are learning how to build and maintain healthy relationships remotely with our colleagues, we must do the same with our trusted suppliers, including our doctors, accountants, and lawyers. A client’s relationship with their lawyer has always been one of high trust and as such, a very personal one.

Our current relationships have been built on a foundation of face-to-face meetings, coffees, and incidental discussions regarding each other’s families and interests. But how do we maintain this trust? And what happens when we replace one of these relationships for any reason and must build a trusted advisory relationship from scratch remotely?   

It is, therefore, incumbent upon both the trusted supplier and client to find new ways of relationship building and maintenance. There are many alternatives such as following each other on social media, taking the time to have personal conversations when interacting on business matters, meeting socially at arranged events such as business breakfasts, or inviting your lawyer to visit your premises. Like the relationship itself, this will be dependent on the personal preference of the people involved.

Remote interactions have welcomed so many developments and there is no doubt we will not be winding back. It will be interesting to watch the evolution of the lawyer-client relationship and what the outcomes are for those who allow these relationships to become faceless over time.  

If you would like to share any thoughts or comments on this topic, please feel free to get in touch.

Rachel Holland | Practice Manager | rachel.holland@shieffangland.co.nz