What do clients really want? In Estate Planning, when a client comes to their attorney for advice and to prepare an estate plan, is it avoiding estate and gift taxes that they want? Do they want to favor a certain person? Punish a certain person? The biggest challenge for any attorney, it seems, is to keep their ears open and their mouths shut. But doing this will work wonders for the relationship, because ultimately, attorneys are in the service industry. Providing a service means listening to a customer's needs and using our knowledge and experience to counsel them.
Sometimes that means doing things that stray from the script. Forget the script. Throw it away. It's only made out paper, after all, not stone.
(ok. put the script in the recycle bin, not the trash.)
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