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Can your escrow account actually enhance your goodwill? Absolutely. There’s hidden value in how we handle our clients’ funds.
The escrow rules? Sure—they’re tedious. And sometimes clients misunderstand them, thinking we’re “holding their money hostage.” A well-drafted engagement letter helps set expectations straight.
But here’s the real hook: By following a few simple practices, you can be charitable—and clients notice.
Maybe this stems from my years owning a bakery decades ago where free samples built lasting relationships. Back then, I’d hand out bread at banks or upscale restaurants I hoped to supply. No one ever turned it down.
That lesson stuck. For each escrow account case, I send clients a memo with the invoice—summarizing the work done, time spent and charges incurred. If the memo is just a brief update, I don’t bill for it.
Then it struck me: Why not regularly include a few “no charge” entries?
The beauty is in its simplicity. As Leonardo da Vinci reportedly said, “Simplicity is the ultimate sophistication.”
Say you had a short call with a client’s parent, exchanged a few quick emails or answered a short question. Those tasks should be recorded, absolutely—but imagine the impact if they’re marked “no charge” instead of billed. The same goes for a rewrite or bit of research you probably should’ve known anyway. I’ve done this for years and never once had a complaint.
I once mentioned this practice to a now-retired estate attorney. He was incredulous: “You mean you don’t charge for some of your time?”
My response was direct: “Yes. It shows clients you’re not after every dollar. It demonstrates respect for their funds—and a touch of charity.” A month later, he called back, delighted by the client feedback.
Maybe this approach isn’t practical in large firms. Still, try raising it at a partners’ meeting with: “This really builds goodwill.” Worst case—they say no. My bet? In time, they’ll come around. Why? Because it works.
First, it builds long-term client loyalty. Small professional courtesies strengthen relationships and improve the public image of our profession—a reputation we all know could use some help.
Second, there’s genuine satisfaction in reading online reviews that mention, “This attorney was fair on billing, too.”
Finally, when a worried client calls, you can begin with, “I’m busy right now, but relax—there’s no charge for this call.” It works wonders. The sigh of relief that follows often leads to something they hadn’t shared before—something you need to know.
Over the years, I’ve reviewed countless law firm bills and seen more fee disputes than I can count—most of which surprised me. That simmering mistrust around legal billing needs release. A few thoughtful, deliberate “No Charge” entries can go a long way—for your clients, your reputation, and the profession as a whole.
Give it a try.•
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Graham has practiced family and criminal law in Indiana for more than 35 years. A former bakery owner and percussion student at Indiana University’s Jacobs School of Music, he writes the column “More than Law,” exploring life, law and what they reveal about each other.
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