Musings from the CU Suite

Written by Anthony Demangone

Back in law school, we all had to take a professional responsibility class. The course dealt with the legal practice, and what our responsibilities were to the client.

As part of the class, we learned how attorneys can get into hot water with their clients.

The problems develop when attorneys "mis-use" client money. When they make legal mistakes. When they miss deadlines.

But what was the top complaint? 

I assumed the top complaint would be "my attorney is terrible."  Either he or she lost my case, couldn't solve my problem, etc.

Nope.

The top complaint? The attorney will not return my phone calls.

Of all the complexities involved in practicing law, the top complaint involves something simple - being responsive. Picking up the phone. Responding to an email.

And it makes sense. 

You won't return my calls...and I'm paying you money?!?

It shows disrespect. Or sloppiness. Or both. 

And I'm not picking on lawyers. Many fall victim to this problem. I remember contacting five companies to add a porch to my home. One company never returned my call or email. Some were very, very slow. And one called me back within the hour with detailed information about my inquiry. Who do you think got the work? 

There is never a valid excuse for being unresponsive. Not for attorneys, or credit unions, or contractors, or credit union trade associations. 

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