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{{a|devil|[[File:biblical outreach.png|450px|frameless|center]]}} | {{a|devil|[[File:biblical outreach.png|450px|frameless|center]]}}When engaged in the business of customer communications, whether you are a [[law firm]] composing [[Client alert|client bulletins]] and [[Law firm seminar|seminars]], a [[client outreach]] team creating mail-shots to meet financial services regulations or — ''speak it softly'': preparing [[Contract|customer contracts]] — you know, ''actual legal [[verbiage]]''<ref>While true, considering contracts as a form of client communication to be dressed up and somehow made presentable is regarded as, if not a type of mental illness, then a bridge too far, by most in the [[legal community]].</ref> — there is a lot to be said for getting your tone and presentation right. | ||
When engaged in the business of customer communications, whether you are a [[law firm]] composing [[Client alert|client bulletins]] and [[Law firm seminar|seminars]], a [[client outreach]] team creating mail-shots to meet financial services regulations or — ''speak it softly'': preparing [[Contract|customer contracts]] — you know, ''actual legal [[verbiage]]''<ref>While true, considering contracts as a form of client communication to be dressed up and somehow made presentable is regarded as, if not a type of mental illness, then a bridge too far, by most in the [[legal community]].</ref> — there is a lot to be said for getting your tone and presentation right. | |||
However much there is to be said, not much of it is habitually listened to, and those who do listen have a chance to set their communications above all the others. | However much there is to be said, not much of it is habitually listened to, and those who do listen have a chance to set their communications above all the others. | ||
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====Sub-rule: avoid disclaimers==== | ====Sub-rule: avoid disclaimers==== | ||
Think first “what will my customer think of ''me'' if I say that”, rather than “what if I get it wrong and my customer sues me?” You are a professional. You are good at what you do. Trust yourself not to get it wrong. Disclaimers are like [[airbags]]. [[You only need airbags if you don’t steer straight]]. Concentrate on defensive driving, not crash mats. If you ''have'' to have a disclaimer — and I know, you ''will'' have to have one — keep it brief, to the point and put it at the end. If the first thing your customer reads is “[[Please be advised]] we take no responsibility for this, we are only doing this because someone said we have to, so on your own head be it”, your customer is going to think, “gee, what a douche”. Generally, that’s not how you want your customer to be thinking now, is it? | Think first “what will my customer think of ''me'' if I say that”, rather than “what if I get it wrong and my customer sues me?” You are a professional. You are good at what you do. Trust yourself not to get it wrong. Disclaimers are like [[airbags]]. [[You only need airbags if you don’t steer straight]]. Concentrate on defensive driving, not crash mats. If you ''have'' to have a disclaimer — and I know, you ''will'' have to have one — keep it brief, to the point and put it at the end. If the first thing your customer reads is “[[Please be advised]] we take no responsibility for this, we are only doing this because someone said we have to, so on your own head be it”, your customer is going to think, “gee, what a douche”. Generally, that’s not how you want your customer to be thinking now, is it? | ||
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*[[Law firm seminar]] | |||
{{ref}} | |||