Building trust, communicating clearly, and staying human were central themes explored at a recent Law Society event hosted by the Law Society New Lawyers Committee and Anthony Harper.

Almost forty new lawyers braved wet Auckland weather to get practical, real-world advice from a panel of experienced legal professionals on what it takes to develop strong client relationships.

Facilitated by Karishma Zafar, a solicitor at Wynn Williams and committee member of Auckland Young Lawyers, the panel featured Tiffany Pillay (Senior Legal Counsel, Auckland Council), Steven Kent-Smith (Solicitor, Anthony Harper), and Danielle Beston (Barrister Sole).

The combined experience of the panellists ensured a range of perspectives and insights from in-house and private practice to the independent bar.

Listening First

When asked what strong client relationships looks like, Tiffany began by sharing that she’d come across a saying that lawyers tend to "listen with their mouths."

"We’re very much into verbal processes," she said, "so sometimes we jump into it before we should. For me personally, I think creating a strong client connection is about pausing, thinking, listening, and actually getting the full picture before giving practical advice.”

That pause, she noted, can make all the difference in building credibility and trust. 

Danielle agreed, saying that while it’s tempting to jump into the important stuff first, don’t. She added that from her experience in criminal law, clients are often distressed or unfamiliar with the legal system.

“Don’t interrupt, don’t write any notes – just make eye contact. If you let them sit there and talk for at least one minute, they can see you're engaged. They know you're listening. That makes a huge difference."

Know Your Audience

Steven highlighted the importance of tailoring communication to the client by stating, "You’ve got to figure out how your client likes to receive advice. It may be bullet points, a call, or a two-line summary."

He recounted a lesson he learnt early in his career which saw him sending a lengthy, carefully worded explanation to a client, only to have them call to say, “That’s a lot of words - what did you actually mean?”

He pointed out an issue with the way new lawyers are taught to write.

"Unfortunately, law school teaches you a completely backwards way of writing opinions. When you're in practice, you give the answer first."

Steven admits he has become much better at adapting how he communicates based on what the client needs, ensuring his point is communicated in a 'digestible and useful' way.

Danielle added that for some clients, especially those with low literacy, even handing over a document can be unhelpful.

"Some people are visual - they might need a diagram or a drawing. Make sure that you've understood what your client is asking and make them feel heard."

Going Above and Beyond

Karishma invited the audience to reflect on what "going above and beyond" meant in their roles.

One attendee said it was about truly engaging with a client’s issue and anticipating needs they hadn’t voiced yet. Another, from an in-house background, noted that value often comes from identifying problems before they escalate - being proactive, rather than just reactive.

Integrity and Responsiveness

When asked what clients value beyond legal knowledge, the panellists all agreed integrity was key.

Steven advised, "If a client asks a question that you don't immediately know the answer to, and it's within your practice area, say as much. You can say 'look, I don't know the answer to that. I need to go away and form a view on that. Then I'll get back to you as soon as possible.'"

Tiffany emphasised the importance of judgment and visibility when advising internal clients.

"First and foremost, our clients in this context are our colleagues. It's important to remember that there needs to be that relationship-building happening, and that has to be more than just in the legal context. There are operational realities, there are budget issues, there could be a community impact — we do have to consider that."

Evolving with Confidence

Tiffany encouraged new lawyers to stay curious and solutions-focused, saying that helping someone fix a problem is more impactful than just identifying a problem.

Danielle added that feedback - whether from clients or colleagues - is invaluable. She shared that after each case she likes to ask herself what she did well and what could be improved.

“I ask them for testimonials that I can put on my website, to let other clients know what my strengths are. I also need the constructive criticism, because I do need to know what I can do better."

The panellists also offered the following tips to junior lawyers wanting to grow their careers:

• Exposure is essential: Sit in on senior calls, ask to observe meetings, and be a sponge. Learn by osmosis.
• Don’t just say “no”: Offer alternatives when something is not legally viable. Be solution oriented.
• Client-ready mindset: Show senior lawyers that you’re dependable, prepared, and won’t be a liability in front of clients.

Little Things, Big Impact

The panel concluded with reflections on how small gestures can make a significant difference. Not just remembering personal details and offering relevant follow-ups but asking what could work better for the client.

One audience member shared that simply checking in with a client a few days after a stressful matter had made a lasting effect on them.

As proceedings drew to a close, Karishma expressed thanks for the panel members' honesty, generosity, and insight and in particular for "sharing not just what you do, but how and why you do it.”