Interacting with Non-Lawyers in a Way They Understand with Jim Coogan

By Steve Fretzin & Jim Coogan

Interacting with Non-Lawyers in a Way They Understand 

In the legal world, effective communication can make or break a relationship, especially when dealing with clients who aren’t familiar with legal jargon. Jim Coogan, co-founder of Coogan Gallagher, speaks about the importance of interacting with non-lawyers in a way that they can understand. Jim’s approach highlights how simplifying complex legal matters can strengthen client relationships, build trust, and ultimately lead to more successful outcomes. As someone who coaches lawyers to enhance their business development skills, I couldn’t agree more with Jim’s insights. 

Lawyers often get wrapped up in their own world, full of legal terminology and complex processes. But when it comes to interacting with clients, that complexity can cause confusion and create barriers. Jim pointed out that many lawyers, particularly those fresh out of law school, are trained to sound like experts. This approach might work in the courtroom, but when you’re trying to help clients who are already stressed or overwhelmed, it can alienate them. 

In my own work, I’ve seen how breaking down legal concepts into simple, understandable terms can make a significant difference. When clients understand what’s happening in their case, they feel more in control, less anxious, and more likely to trust the process. Jim shared a great example from his practice, where he regularly takes the time to ask questions, listen carefully, and explain things in a way that resonates with his clients. This doesn’t just help them understand the legal steps—it also helps them feel heard, valued, and reassured. 

One of the key takeaways from my conversation with Jim was the importance of asking more questions than you answer. Too many lawyers spend their time telling clients what they think they want to hear, rather than really listening to their concerns. Jim emphasized that listening is a critical part of building trust. When a client feels that their lawyer truly understands their situation, they’re more likely to trust the advice they’re given. 

In personal injury cases, where emotions often run high and stakes can be life-altering, Jim’s calm and empathetic approach helps his clients feel more secure. By asking thoughtful questions and avoiding legal jargon, he ensures his clients are not just informed but engaged in the process. This is something I’ve always encouraged in my coaching as well—when lawyers show that they care about their clients’ experiences, they form stronger, longer-lasting relationships. 

Simplifying complex legal matters isn’t about “dumbing things down,” as Jim rightly pointed out. It’s about communicating in a way that makes sense to the person in front of you. Jim’s own podcast, Coogan Knows the Law, does exactly that—it explains the law in clear, accessible terms. This kind of communication is vital for lawyers who want to build lasting client relationships, and it’s something that I teach in my business development sessions as well. 

Clients don’t need to know every detail of the law; they need to know how it affects them and what steps they should take next. By simplifying the message, lawyers can ensure that clients walk away feeling confident and well-informed. As Jim shared, this is especially important when delivering difficult news. Whether it’s a challenging medical diagnosis in a personal injury case or a complex legal hurdle, clients need to feel like they understand the situation, even if it’s not the outcome they were hoping for. 

The conversation also touched on how technology is reshaping the legal industry, particularly in terms of client communication. As AI and automation continue to evolve, lawyers have more tools at their disposal to streamline administrative tasks and free up time for more meaningful client interactions. Jim noted that many of the time-consuming tasks that used to bog down lawyers—like scheduling or document management—can now be handled by technology. This allows lawyers to focus on what matters most: their clients. 

In my own practice, I’ve seen how automating certain processes can improve efficiency and enhance client relationships. By automating routine tasks, lawyers can spend more time listening to their clients, answering their questions, and providing the kind of personal attention that builds trust and loyalty. As technology continues to advance, it will be crucial for lawyers to find ways to integrate these tools into their practice without losing the human touch that clients value. 

At the heart of our discussion was the idea that lawyers must prioritize their clients’ needs and perspectives. Too often, lawyers focus solely on the legal outcome, forgetting that their clients are people who are likely going through one of the most stressful times in their lives. Jim’s approach serves as a reminder that by putting the client first—by asking questions, simplifying complex issues, and focusing on clear communication—lawyers can not only achieve better legal outcomes but also build deeper, more meaningful relationships. 

For those of us in the legal profession, the takeaway is clear: effective communication is not just a skill, it’s a responsibility. By focusing on the client’s experience, asking the right questions, and delivering information in a way that makes sense to them, we can create a practice that is both successful and fulfilling. As Jim and I discussed, the future of law isn’t just about winning cases—it’s about creating connections and fostering trust. 

If you want to grow your practice and build stronger client relationships, start by improving how you communicate. Simplify your message, listen more than you speak, and always keep your client’s needs at the forefront. It’s a simple strategy, but as Jim has proven, it’s incredibly effective. 

For more information about taking your law practice to the next level, please email me directly at steve@fretzin.com.

Steve Fretzin, an expert at legal business development, is the author of four books regarding the topic and is the host of the Be That Lawyer podcast. He has helped hundreds of attorneys across the world dramatically grow their book of business while living a well-balanced life. He can be reached at steve@fretzin.com.

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