How to Handle pro bono clients Forum

[Anonymous User]

Does anyone have any strategies or tips on how to better handle pro bono clients?

My firm encourages pro bono work because our practice area typically does not offer a lot of "stand up" opportunities for younger lawyers. The problem is, pro bono clients are not the easiest to deal with and can be very challenging, especially for young attorneys. Oftentimes, we struggle with how to relate to them, or how to get them to follow our instructions. They often make poor life choices that result in their need for legal representation. It is hard to empathize with them sometimes. Especially in highly emotional cases, such as family law, where they are more interested in getting back at the other side than they are with actually doing what's in the best interest of the child. Or, you could have a decent set of facts but your client is a basket case and if you put them up for a deposition or on the stand, your case will fall apart.

Just looking for advice or strategies that others can share.

[Lacepiece23]

Do your best and emphasize with their situation in life. You really need to become your client to really advocate for him/her. And once you do that, it becomes easier to make your case.

[Anonymous User]

I'm in a transactional field but regularly do family law pro bono. I would suggest (i) taking domestic violence victims as clients, because that may help you more effectively advocate for and empathize with them, (ii) working with one or more other associates so you can talk about the case and pick up responsibilities if one of you is slammed on other work, and (iii) understanding that the family law courts are absurdly rigged against pro se parties and you are putting the person in an outrageously better (and more fair and just) position purely by being there than they otherwise would be, regardless of whether they do the things you ask them to and whether they're always in the right. Always hold yourself out as knowledgeable and responsible -- even if you're just starting, you have 3 years of law school, SA experience, etc. Then take actions and prepare yourself adequately so that the impression you're trying to give becomes reality.

Personally, I also think family law can be very fun. It's generally a freewheeling debate where you can raise almost any argument and frequently is combative with a lot of elements to consider before determining strategy for the case and taking particular actions.

Some of your points I think may reflect a junior associate perspective -- plenty of clients in biglaw make poor choices, don't follow instructions, aren't empathetic or entirely in the right, etc. That's part of the job and you manage them as best and effectively as you can while taking action to CYA as necessary.

[jhett]

Paying clients can be just as irrational and erratic as pro bono clients - they are just richer. For example, I've had a billionaire client that was "thoroughly unprofessional" as described by the partner - all my pro bono clients were more reasonable than this client. Being able to manage pro bono clients is actually a great way to develop your client relation skills for your paying clients.

Don't look down on them. The key is to understand what is driving the client's emotions and desires, and counsel them on that level. Acknowledge and validate their feelings, and frame your advice as a way to solve/alleviate their feelings. Sometimes you may have to repeat yourself a lot, or make the same point in different ways in order for them to get it. Also it means anticipating bad decisions they might make and mitigating them (for example, knowing what emotionally triggers them and trying to minimize exposure).

Your firm should provide pro bono resources (e.g., mentor partner, partner non-profit organization). Reach out to them for help.

Lastly, realize that your professional responsibility is to provide the best legal representation you can. You cannot make decisions for your client or save them from making stupid decisions despite your advice.

[tyroneslothrop1]

Very often these people will be thrilled just to have someone care (or act like they care) about them and/or their problems - you don't need to be Paul Clement for them. Just do your best and help them as much as you can. Regarding your inability to empathize with them, I'd say buck up. You are a lawyer, you need to be able to at least on an intellectual level understand and care about your client's problems.

[Anonymous User]

Paying clients can be just as irrational and erratic as pro bono clients - they are just richer. For example, I've had a billionaire client that was "thoroughly unprofessional" as described by the partner - all my pro bono clients were more reasonable than this client. Being able to manage pro bono clients is actually a great way to develop your client relation skills for your paying clients.

I have great laughs over some of the stuff I read on TLS about rich clients being so much better than poor clients. I LOL'd when OP wrote, "Oftentimes, we struggle with how to relate to them, or how to get them to follow our instructions."

You think your multi-millionaire client who makes more in a week than you do in a year isn't looking down or connects with you? I'm guessing most of the people on TLS think this because they're associates who have very experience actually dealing directly with billionaire/multi-millionaire clients. I live in a city known for its super rich, and none of the ones I meet feel that "connected" or a special kinship with lawyers. Certainly, they aren't as impressed by a JD like some pro bono clients might.

If anything, many of them see lawyers as a current inconvenience that they can't wait to replace with an algorithm or technology in the future.

The generalizations about getting poor versus rich clients to pay is hilarious as well. As if low-bono or middle class clients will try to get out of paying, but that rich clients will just magically pay. As if an educated person, who runs their businesses efficiently enough to be a multi-millionaire isn't going to check or get a better deal on their legal bill. Yeah, because rich people love cutting un-necessary checks

[jd20132013]

you don't understand, when rich clients mistreat you and show no respect for your time, they do it so eloquently

[deadpanic]

Paying clients can be just as irrational and erratic as pro bono clients - they are just richer. For example, I've had a billionaire client that was "thoroughly unprofessional" as described by the partner - all my pro bono clients were more reasonable than this client. Being able to manage pro bono clients is actually a great way to develop your client relation skills for your paying clients.

I have great laughs over some of the stuff I read on TLS about rich clients being so much better than poor clients. I LOL'd when OP wrote, "Oftentimes, we struggle with how to relate to them, or how to get them to follow our instructions."

You think your multi-millionaire client who makes more in a week than you do in a year isn't looking down or connects with you? I'm guessing most of the people on TLS think this because they're associates who have very experience actually dealing directly with billionaire/multi-millionaire clients. I live in a city known for its super rich, and none of the ones I meet feel that "connected" or a special kinship with lawyers. Certainly, they aren't as impressed by a JD like some pro bono clients might.

If anything, many of them see lawyers as a current inconvenience that they can't wait to replace with an algorithm or technology in the future.

The generalizations about getting poor versus rich clients to pay is hilarious as well. As if low-bono or middle class clients will try to get out of paying, but that rich clients will just magically pay. As if an educated person, who runs their businesses efficiently enough to be a multi-millionaire isn't going to check or get a better deal on their legal bill. Yeah, because rich people love cutting un-necessary checks

Agree with all of this.

Yeah, the private equity / i-bankers are totally rational and chill if you don't timely respond to an e-mail.

They are a big part of the problem for the endless hours and many of the unnecessary fire drills.

[Anonymous User]

And as we all know, one of the advantages of paying clients is they’ve never created issues for themselves for no reason through bad life choices...

It’s easy to look at a poor person, identify a mistake they made, and smugly decide they are where they are because they make bad decisions. It’s much harder to admit that you make the same mistakes every day but are never punished for them because you have a middle-class cushion keeping you safe

[jd20132013]

And as we all know, one of the advantages of paying clients is they’ve never created issues for themselves for no reason through bad life choices...

It’s easy to look at a poor person, identify a mistake they made, and smugly decide they are where they are because they make bad decisions. It’s much harder to admit that you make the same mistakes every day but are never punished for them because you have a middle-class cushion keeping you safe

+1

[Anonymous User]

Bankruptcy lawyers and debt collectors are so prevalent because there are many middle class and rich people that don't pay their bills or spend way above their means. A lot of people think that because someone has high income they must be good with money. There are plenty of people with high income that can't pay bills or maintain wealth, and go right into the crapper.

I've seen attorneys and people working high income professions get visits from the repo man. Definitely seen successful attorneys have to borrow money from friends or away from the bank because their credit is so terrible. I personally have covered for friends in the legal sector that put it off like they're rich, but their credit card got rejected off a $40 dinner.

Also, I try to keep in mind that just because a business executive is chill and free wheeling with using the company's money for the company's legal bills, doesn't mean he's going to be chill and free wheeling if they ever have to use their own personal money for their own personal legal bills. The contrast is often stark.

It's like how management might order a ton of food and tip out 25%+ when it's on the company's dime. But when it's their own, that tip falls back to 15%. Some of the cheapest people I know with service people are wealthy people (that were born wealthy). And unfortunately, attorneys are squarely in the service sector. I have a theory that if a rich person is stiffing their waiter out on their tip, they're going to find a way to stiff me.

[Anonymous User]

I just do my best and look at the unique challenges like I’d look at a challenge in any other case.

There’s also an easy out if you’re getting your ass kicked at a hearing. Sorry Judge I guess I don’t know the ins and outs of family law (or whatever). I’m just a junior lawyer at Skadden trying to fight for justice and make the world a little better by representing this client pro bono. Unlike paying clients, no one is going to freak out on you if that happens in one of your pro bono cases.