Lawyer Sees Things from a Client’s Perspective

By Karen Munoz

A lawyer can have many different functions in society. Usually the common connector is our stewarding skills which clients come to us for. No matter the reason clients seek our advice, they entrust us with the most sensitive and important of issues.

I became acutely aware of this when I started looking for a home to buy.

Never having navigated these waters, I sought my own trusted steward to help me out. A real estate agent.

I was so excited and really had no idea what to expect. So the first place I saw, sans agent, I walked into on my own. Foolishly, I thought I had found the place of my dreams. Well, my overpriced dreams. The developer’s agent was really nice but I started to get wary about getting e-mails from her making the place tantalizing. When I went back to give it a second look, she already had sample contracts and the mortgage broker at the office. The next day, I decided I was in over my head and needed someone to advise me.

I was lucky and found my agent by coincidence, but just in the nick of time. With my new found bodyguard in tow, we went back for a third look. She was able to point out things I could not see through my starstruck gaze. She advised me on issues I hadn’t thought about such as special assessments, homeowner’s insurance and condominium boards.

I didn’t buy that place.

We did continue looking and I found it, a really nice place I could definitely call home. So, I plunged into the buying process with her guidance. First, we filled out and submitted a contract. I was being asked about earnest money, down payments and inspections. Having rented for the last eight years, I was like, huh? My agent was incredibly patient and thorough with me. She explained each and every term and together we strategized on offers and counteroffers. I realized the importance of making your client feel connected.

I think sometimes I forget that although I am the lawyer, it is not my experience I am litigating. Clients appreciate being in the loop. I know I did. Buying a home is one of the biggest purchases one makes in a lifetime and one that is not to be taken lightly. I knew during the negotiations that there were things she preferred not to tell me about the seller’s real estate agent and the position they were taking. I was glad. I did not want it to be personal. I knew at the end of the day, that the seller’s agent was also just doing his job. However, I know how hard it can be to not take it personally as I found myself getting upset, mad and frustrated by their responses, even though I knew better.

I started to get really angry and began to believe that the seller’s agent was standing in the way of my dream home. Luckily, my agent gently reminded me that the process is not personal. She told me, “If this place is meant to be yours, it will be, if not we will move on.” Those words brought me back to a shocking reality: I was the client I always dreaded.

I realized I had begun e-mailing her at odd hours and was constantly quizzing her on what the seller’s next move would be. I am sure I drove her crazy.

Once I realized I was doing this, I stopped. Luckily I did not need a talking to, but sometimes clients do. Managing expectations is a class they don’t teach in law school!

I didn’t get the house. But I did learn a lot about buying one and I was also reminded of things that have nothing to do with real estate.

When representing clients, I think it’s easy to forget we are dealing with real human beings who sometimes will become frustrated or angry during the course of a case. Part of our job is doing a good job and getting good results. This we know. The other part is counseling clients and understanding where they are coming from. Thanks to my agent, I am more aware of the simple fact that clients want us to be empathetic to their situation and be on “their side.” Clients trust us to do the right things for them and look out for their best interests.

What sometimes is left unsaid is they also expect us to understand. Although I didn’t get the place, I was grateful to have someone on my side who understood. Someone who advocated for me and who wanted me to be happy with my place at a price which was fair. I know my clients expect that too.

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