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| Norm Bowley |
That said, you might be surprised that a key part of the art of dealing with inbound referrals is knowing when to say, “Thanks, but no thanks.” Here’s the thing: as much as you’re always grateful for friends and colleagues sending you potential work, sometimes you shouldn’t take the work. Seriously. Understanding when, and what to do about it, are key.
As we all know, the best clients for you are (1) those who can help you amplify your reputation and (2) those who maximize profit and minimize grief. But not every inbound referral fits those criteria, sometimes not even close.
There are at least three inbound referral scenarios. Let’s consider them in turn.
At the very least, keep a stack of thank you cards on your desk, and handwrite a brief note of gratitude. Handwrite? Yes, seriously.
Second, an inbound client referral may not quite fit the criteria above, but they’re not going to do you any harm or cost you any money. Assuming you have a bit of slack capacity, you may still want to accept them simply to honour your referring friend and keep the pipeline flowing. If you’re busy enough already, then go to the next rule.
Third, when you’re already busy enough, or when the inbound client definitely does not fit your criteria, either reputationally or business-wise, you still need to be smart and diplomatic. Assuming the referrer wasn’t deliberately sending you a stink-bomb, acknowledge the referral, show gratitude for the gesture, and be diplomatic about your inability to take on the client, using language that doesn’t slam the door on your friend’s fingers.
“How come you always send me the dregs of society?” is probably not as good a choice as “Mildred, I’m flattered by your referral. However, I’ve thought very carefully about Mr. Hennessy, and while I would love to help him, unfortunately, I don’t see us as having the capacity at this time. But can we canvass who might be a good match for this important matter?” Remember, every interaction with a colleague or source either builds or detracts from your reputation. Showing that you actually care about potential clients and have respect for the referrer is the surest way of keeping the pipeline flowing.
Even when you wouldn’t take the case if it were the last one in the world, there are still opportunities. Not every lawyer wants to accept clients who kill little kids with axes, but a criminal defence expert may be looking for just such a case, especially on an appeal, because they see an opportunity to argue a novel point of law. An environmental disaster might not appeal to everyone, but to someone in that specialty, the nastier, the better. Not your cup of tea, but exactly what somebody else dreams of. If you position yourself as an honest broker and make sure the file lands on the right desk, you burnish your own reputation for wisdom and professional leadership.
Friends and colleagues who send you files are your ambassadors. Honour them well.
Norm Bowley practised law in Ottawa for 37 years. Before retiring, his practice focused on high-net-worth individuals and families, particularly entrepreneurs and professionals. In “retirement,” Norm writes extensively, speaks, coaches and consults, and if there’s any spare time, maintains a bit of acreage on the Tay River. His upcoming book, The Lawyer and the Dropouts: Stunning insights about professional success and happiness, is expected later in 2026.
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