Every lawyer will eventually encounter at least one difficult client. It may be the client who doesn’t return calls, the client who never stops calling, the one who questions every piece of advice, or the one whose expectations are wildly unrealistic. These situations can be frustrating and can pose real liability and ethical risks if not managed carefully. Here are some practical strategies for navigating these relationships.

1. Document Everything

One of the most important habits when working with a difficult client is to document your conversations. Keep detailed notes of phone calls and in-person meetings. When you provide important information or advice, confirm that in writing. If a dispute ever arises or a complaint is filed, contemporaneous documentation can be your strongest protection. It doesn’t need to be formal. Short emails summarizing conversations and next steps are often enough.

2. Set Clear Expectations Early

Many problems with clients arise from misunderstandings about timelines, costs, or possible outcomes. At the outset of the engagement, clearly outline what you can and cannot do, and put it in writing. A well-drafted engagement letter that explains scope of representation, fees, and limitations can prevent future conflict. Revisit these expectations as the matter progresses so clients don’t drift into unrealistic territory. And avoid the temptation to overpromise results and timelines.

3. Maintain Professional Boundaries

Difficult clients may try to blur lines by calling at all hours, demanding personal favors, or treating you more like a therapist than a lawyer. Set boundaries from the very beginning about when and how you can be contacted. Boundaries not only protect your time and energy but also ensure the attorney-client relationship stays professional and effective.

4. Communicate Frequently—But Strategically

Regular, proactive updates reassure even the most anxious clients that you are attending to their case. If you don’t have the time to do this yourself, utilize your staff to assist with this task.

5. Know When to Withdraw

In some cases, despite best efforts, the relationship becomes unworkable. If a client refuses to follow your advice, engages in dishonest behavior, or threatens your staff, it may be time to withdraw from representation. Be sure to follow Rule 1.16 of the North Carolina Rules of Professional Conduct before terminating your representation.

Difficult clients are an inevitable part of practicing law. By documenting conversations, setting expectations, maintaining boundaries, and knowing when to step away, you can handle these situations with professionalism and integrity. Ultimately, how you manage tough client relationships can be as important to your success as your courtroom skills or drafting expertise.