The question.

• Position: Ask the Authorities

We've received feedback from our clients that they don't trust several of our lawyers, and for no concrete reason. We know who they are--what can we do?

W. Allen Fuqua

We often think that the best relationships are built on a track record of success. However, if you look behind these relationships, there are often problem moments which test the relationship and move it to a different level ... if handled properly. The best relationships are built on moments of doubt, failure or conflict which are resolved in a manner that enables both parties to truly trust one another.

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Years ago, I interviewed a loyal institutional client of a firm. I asked the GC how the firm created such loyalty. He explained that a litigation was being handled badly by a senior partner. The GC let the relationship partner know of his displeasure. The partner listened attentively, agreed with the GC and promptly replaced the litigator. The GC said that he knew at that point that he could trust the relationship partner to do what was best for the company.

The best way to deal with mistrust is to meet with the client(s) personally and allow them to articulate their issues and give the attorneys an opportunity to specifically resolve those issues. The client will be impressed that you were willing to meet them personally, listen to them and, when the attorneys provide the resolution, the relationship can move forward.

From start-up companies to Big Four consulting, W. Allen Fuqua's experience revolves around building businesses, teams and business capabilities. He is currently CMO of Winstead PC.

Charles H. Green

The first instinctive emotional reaction is to challenge the client. The second is just tell the lawyer to fix it. Both instincts, while natural, are wrong. Even the instinct to challenge the client sends an immediate, emotional message: "It's us against you; if you threaten one of mine, we'll defend ourselves." You'd never say that aloud, but intentions seep out emotionally. The tell-the-lawyer instinct could send the lawyer an identical message: "It's us against them, let's circle the wagons."

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But the presenting problem is not the real problem--an unhappy client. The solution? Immediately and openly ask the client to elucidate exactly how (s)he feels. Do not offer solutions until the client volunteers that you have clearly understood their issue. Stay in a place of curiosity.

If the client truly feels heard, (s)he...