How your operating style determines your clients

Your operating style determines the type of clients you attract.  What’s your style?

What are ‘Operating Styles’?

Your operating style is the way you approach your work.  It’s about how you make decisions, how you plan your work, how you deliver results. It’s the way you interact with your clients, your manner of building rapport and your communication delivery.  It’s about how you deal with the hum-drum of necessary day-to-day tasks and activities that keep your practice running smoothly. 

I’ve identified seven operating styles that are commonly identifiable among barristers.   There are shades and combinations of each but read on to see whether you recognise yourself or your preferred in this list.

Authoritative

This style sees a barrister placing him/herself at the top of a pyramid of actors in a legal process and experiences the weight of making most, if not all, of the decisions. There is a formal chain of command which leads directly to the barrister who deals with the minutiae of all decisions.  The culture in the team is hierarchical rather than collaborative.  

Clients attracted to this operating style work in large organisations, dealing with big-ticket litigation and large sums at stake.

Collaborative

A collaborative operating style emphasizes inclusion and teamwork.   There is a flat structure in the team where everyone fulfils their role without an observable hierarchy.   Barristers with a collaborative style encourage open communication, invite discussion about decisions and build consensus around the main points. 

Clients who appreciate this operating style are small business owners who are heavily invested personally in the outcome of the matter.

Entrepreneurial

This style is characterised by agility, resilience, and high levels of energy.  A barrister with an entrepreneurial operating style will enjoy working with clients from industry, where innovation is fast-paced. They will be able to move fast to advise clients on matters related to new technologies.  They are not risk-takers but are prepared to move decisively on bold points.   

Barristers with an entrepreneurial style will attract clients who work in legal tech startups and high-growth industries.

Process-oriented

Barristers with a process-oriented style work well with clients in highly-regulated industries which rely on documented processes, standardised operating procedures and quality standards. Reliable, methodical and detail oriented, this operating style is chosen for the confidence they inspire for not making mistakes or leaving things to chance. Clients attracted to this operating style are typically held responsible for the consequential actions of others.

Clients working in sectors such as health, aviation, accounting, manufacturing and logistics are likely to be attracted to a process-oriented operating style.

Results-oriented

This style is concerned solely with achieving goals, objectives and outcomes.   They want to win, whatever the personal cost to themselves.  Efficiency and productivity is paramount and their expectations of others in the process is exacting. Barristers will a results-oriented style are likely to set clear interim stages for the matter, check in regularly on process, and celebrate the win when it comes.  Losing is very hard for a barrister with a results-oriented operating style. 

Clients whose own internal processes are found wanting enjoy working with a results-oriented operating style.

Customer-centric

This operating style places a strong focus on understanding exactly why and how their client has entered the legal process. They want to understand the consequences for their client personally if the matter goes against them.  A barrister with a customer-centric operating style places a strong emphasis on understanding their clients situation, is a good listener and seeks feedback and clarification to ensure they are delivering the best possible levels of client service.

Clients who look for a customer-centric style have usually been burned by the legal process in the past and need the reassurance that the next time will be different.

Chameleon

Finally, we have the chameleon operating style. This is the style that adapts completely to the whims of the client of the day in order to impress, placate or manage.  I’ve noticed that a barrister’s operating style can be heavily influenced by their perception of what they believe their client expects from them.  

For example, if they sense that a client is expecting authoritarianism in the management of the matter, they will adapt to conduct themselves in a way which is completely out of alignment with their natural style.  While a degree of adaptation to accommodate your client is necessary it’s going to be very tiring to maintain the façade of an operating style which is out of sync with your natural style.

Developing your operating style

Operating styles are not mutually exclusive and experienced barristers exhibit combinations and variations that suits the circumstances of the matter and the client.  Your operating style will evolve with experience and as you become more confident you will relax into a style which feels comfortable for you.

One thing to keep in mind is that your operating style may be influenced by the culture of your Chambers.  If you’re in Chambers surrounded by barristers with Rottweiler reputations, or your pupillage supervisor collaborates and communicates, don’t be surprised that you have assimilated the style of your mentors, idols or peers. 

However, if you notice that you’re conducting yourself in a way which feels out of sync with the way you like to work, it may be time to adjust your style to one which feels more natural to you. The clients you attract as a result will make your working life feel congruent.

 

By Heidi Smith
Creator of Jurilogical.com