Summary

Empathy and comfort are essential in criminal defense. A personal connection fosters trust, enabling clients to feel relaxed and supported.

Highlights

  • Importance of Comfort: Ensures clients feel at ease during legal processes.
  • Human Connection: Law degree doesn’t separate attorneys from empathy and real feelings.
  • Accessibility: Clients can easily reach out, promoting open communication.
  • Personal Touch: Preference for being called by first name fosters a relaxed environment.
  • Understanding Client Pain: Acknowledging clients’ emotional struggles is crucial.
  • Building Trust: Reviews and research help clients feel secure in their choice.
  • Encouraging Interaction: Clients should feel free to communicate without hesitation.

Transcript

The most important thing to me in representing someone is that I want them to be comfortable. Just because I have a law degree and all this experience doesn't mean I'm not a real person. If you stick me with something sharp, I'm going to say "ouch." If you cut me, I'm going to bleed. I want to make sure I come across, first and foremost, as a human being—empathizing with my client, understanding how delicate their situation is, and recognizing how much they might be hurting.

When someone calls me, it’s usually after they’ve gone online, done their research, and read reviews about me—whether on Avvo, Google, or another social media site. They see that I’m not just here to fix their legal problem but also to help them succeed and overcome the obstacles in their life. I want people to feel relaxed and comfortable around me. I insist that people call me Rob. I don’t want to be called "Mr. May," as it makes me feel old, and I want my clients to feel they can approach me.

Almost all my clients have my cell phone number. They text me; they call me. I want to be available. I don’t want them to think, "Oh my gosh, I don’t want to bother my lawyer—I’m being a nuisance." If they have that thought process, then I’ve failed in communicating that they should reach out to me whenever they need to.

In rare cases, I might have a client who is abusive or so frightened and terrified that they overdo it, and I might need to set some parameters. But for the most part, I just want clients to be relaxed and comfortable and to know, like from Toy Story, "You’ve got a friend in me."