In my office, productivity is a major concern. Attorneys have used dictation as a tool to be productive for almost as long as the profession has existed. Dictation allows thoughts to flow quicker, and for individuals to accomplish more during the day.

When I began practicing law in 2003, analog tape recording was the primary means of dictating.  Young attorneys often find it difficult to transition into dictation, and I was no exception.  Being a child of the computer generation, I found it unnatural to dictate on several different matters in one steady stream on a microcassette.

By the beginning of 2005, my workload had increased to the point that I no longer could resist the use of dictation.  Luckily, by that time voice recorders had been introduced that included a four-position slide switch to mimic the traditional dictation experience.

Initially I procured software for use in my office that would also mimic the traditional transcription process.  I ordered a headset and foot pedal to plug into the computer, and software was used that allowed the transcriptionist to work in a traditional manner.  When our transcriptionist moved onto a new position, and we were unable to hire a replacement that could type at the same speed, I began to outsource my dictation over the Internet using a company called iDictate.com, who, at the time, had a relationship with youDictate.com.  Eventually youDictate.com became SpeakWrite.com, and iDictate.com continued independent operations.

Although iDictate.com and SpeakWrite.com are both inexpensive compared to traditional employees, the files still needed to be formatted and copied into our system once the transcription was completed.  This still consumed worker productivity, and caused me to turn to voice recognition.

In July 2006, my office began to use Dragon NaturallySpeaking 9 Preferred.  The Dragon software included a feature for transcribing digital files.  After dictating, I simply could dock my voice recorder and the files were automatically transferred to my computer.  I configured the software to upload the voice recordings to a network drive.  My assistant has the same software on her computer, and is updated, as new dictation is ready to be transcribed.

I am currently using a Philips Pocket Memo 9600 digital voice recorder with a four-position slide switch for dictation.  I use Philips bundled SpeechExec Professional software for downloading the voice recordings.  The SpeechExec software includes a function that automatically converts my recordings into a format that can be transcribed by Dragon NaturallySpeaking.  I am currently using Dragon NaturallySpeaking Version 10.1, which quickly transcribes my recordings directly into a Word document.

On average, about one word every two sentences must be corrected.  My assistant simply proofreads the documents, makes necessary formatting changes, and saves the file.

When I began as an attorney, my office required a dedicated employee to perform transcription work for the office.  By using digital dictation equipment and Dragon NaturallySpeaking, dictation is now just a portion of my assistant’s workload.  Since I can dock my voice recorder after each dictation file, most letters leave my office the same day that they are dictated.  Information is available much quicker, and my office is more efficient.

Please see the screencast below that provides a quick example of the transcription process using Dragon NaturallySpeaking.  Please e-mail me with any questions regarding the process I use.

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For me the most important part of interacting with clients is to try to always put myself in their position.  I constantly examine my own practices, and look for ways that I can make the interaction more comfortable for clients.  Respect is a key component to those interactions, but several other areas are also important.  Below are 6 ways to help create pleasant client relationships.

1. Respect Privacy

A huge concern in today’s world is privacy.  With so much information available all the time, individuals have begun to pay closer attention to the information they provide to others.

When a client arrives in your office, take privacy in consideration.  Do not broadcast personal information openly, and never ask clients to provide identifying information in the presence of others. Only discuss personal information in a private area, and always remove materials from your office that would identify other clients.

2. Clean Your Office

Have a neat and orderly office.  Remove clutter and be organized.  It can be disconcerting to a client if they walk into an office and see stacks of paper everywhere.  This also goes for any public area that a client will have access to while in your office.

When looking at your own office, consider what your first impression would be if you were the client.  If anything would make you uncomfortable, change it.  If clients often must wait before seeing you, provide reading materials that are gender neutral, and never leave a television on with questionable content.  If you cannot clean your office, create another private area in your suite to use to meet with clients.

3. Dress to Make Your Clients Confident

Dressing professionally is important when meeting with clients.  Clients take you more seriously if you dress the part.  Clients often judge the aptitude of a professional by their appearance instead of their skill set.  If you dress sloppy, they assume your work is sloppy.

Dressing professionally not only makes clients more confident in your work, but indicates that you respect them.  It sends a message that they are important to you.  (Remember, although they may need you, they still want to feel wooed.)

4. Attitude Matters

Be pleasant and understanding when interacting with clients.  Do not use slang and never use offensive language.  If a client is difficult, and you need to be short, explain why.  If a client is disrespectful or belligerent, calmly ask them to leave.

Even if you cannot help a client, still take the time to make them feel appreciated.  Your goal should be to create a positive impression of your office with every interaction.  If an individual respects you, it more likely they will refer other to you.

Clients will learn behavior from your interaction with them.  If you are always pleasant and professional, it is more likely that they will treat you and your staff in the same manner.

5. Communicate Professionally (Even in Email)

It is just as important to be professional in written materials as it during personal interactions.  If you are sloppy in correspondence and advertising, you will not attract the right clientele.  Everything you do is a reflection of who you are.

Whenever you send anything to a client, or publish anything, always think about how you would react if you were the customer.  This includes email messages and any other electronic communication.  Whenever you send anything electronically, also think about whether you would feel comfortable sending a letter with the same content.

6. Confidence is Good, Arrogance is Bad

Clients expect you to be good at your work.  It is acceptable to believe that you are an expert in an area, but you should not be condescending about it.  Remind clients why they came to see you, but listen to their questions or concerns.

If a client is being unreasonable, politely suggest that they obtain services elsewhere.  If you cannot help someone, be honest about it, and provide them with suggestions to find the necessary assistance.

The steps outlined help demonstrate to your clients that you respect them, and helps build confidence in your abilities.  Treating clients professionally results in a more pleasant relationship.  Defining the expected interaction sets the tone for the future and communicates to your clients that you take them seriously and that they are important.

Please feel free to share any other thoughts about creating pleasant client interactions in the comment section below.

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