Building Client Trust: Tips for Attorneys

By Catherine Lovering|April 15, 2025

It’s an unfortunate fact that many consumers don’t necessarily trust lawyers. Perhaps they’ve bought into the “ambulance chaser” stereotype or think attorneys are too expensive. Lawyers have to work against these assumptions when building a practice.

One way to build consumer trust is to have your clients speak well of you. When those you’ve helped give positive reviews and recommend your services, new clients are more likely to consider your firm. Over time your reputation improves based on your merits, not a stereotype.

Here are some ways to give clients a great experience that they can share so you build consumer trust.

Transparency

Most people don’t like to be taken by surprise, especially when it comes to finances or legal issues. A respected attorney lays out the essential information on day one as well as they can. They disclose fees, expenses, and billing practices.

Transparency also means discussing any potential conflicts so the client has the opportunity to choose different counsel if necessary. Since a rational approach and sound advice are the reasons people hire attorneys, a good lawyer also lays out the relative risks of different legal strategies.

Communication

A client should understand what’s going on in their case. The legal consequences of a divorce settlement, bankruptcy proceeding, or criminal trial impact the person’s daily life. The client should know why you are making certain recommendations and why they are in the client’s best interests.

It’s important to talk the client through certain steps, like preparation for arbitration or court appearances. That way they understand their attorney is on their side. Ultimately, when the client is on board with your strategy, it’s easier to get a good result.

Responsiveness

Lack of communication is one of the most common disciplinary complaints against lawyers. It’s therefore essential not just to speak clearly with clients when meeting with them, but also to respond promptly to their queries. You and any staff members should respond with empathy when clients get in touch.

Often all it takes is having a capable legal assistant who can speak with a client between meetings and reply to email. They can take on the role of middle person to assess whether a client really needs to speak with the attorney. If you as the lawyer want to always take on that responsibility, all the better for client care and the reputation of your legal business.

Advocacy

It’s a lawyer’s duty to provide competent counsel, and legal advocacy is part of that obligation. But in order to enhance the client experience and build trust, it’s also important to let them know you are on their side. This gives the client peace of mind that they have chosen the best legal professional to act on their behalf.

You can do this by reassuring the client that your recommendations are strategies to reach the best outcome. Negotiation with the other side might require compromises, but the client should always feel like their lawyer is striving hard for the best result.

Active Listening

Clients want to be heard, so it’s critical to listen to their concerns. Active listening involves not only knowing what words they say but also what they are thinking and feeling. An attorney who practices active listening from the initial meeting can immediately start to build trust with a client.

Active listening also allows you to gain important information. It helps you to better understand your client’s objectives. Knowing the client’s goals can help you to know which strategies to recommend. As part of active listening, invite clients to ask questions or seek clarification for anything they want to understand better.

Honesty

Another common client complaint is that their attorney has promised something and failed to deliver. This can come from a client misreading the lawyer’s statements. A client might hear that the attorney will secure a certain result when in fact they were simply stating possible goals for an outcome. They could also have an impression about the scope of representation that is different from the lawyer’s.

Staying honest with clients involves clear communication. After the first meeting, it’s a good idea to put what was discussed and agreed upon in writing. You can send that to the client right away so there is clarity from the start of the relationship.

Expectation Setting

No lawyer can guarantee success, even if they think the case is straightforward. There’s always the possibility of a judge or arbitrator who rules against you or some facts that only come to light late in discovery. It’s typically recommended to just say you will do your best.

If the case result does not meet client expectations, they will place the blame on the lawyer. This can damage client trust. It’s also likely the client will share their negative experience, making it harder for you to build trust with the next person who comes through your door.

Ethics

Aside from working to develop a strong relationship with clients, you should also maintain a solid reputation within the legal profession. Adhering to the ethical guidelines outlined by your state bar association is a good starting point. These guidelines typically not only govern activity between attorneys and clients, but also between lawyers.

Ethical practice means you are less likely to face disciplinary action. When lawyers are investigated by their professional body, it is usually public information. This can be a tough hurdle to overcome when trying to build trust with new or potential clients.