When you hire an accountant, a landscaper, or a financial planner to do work for you, what would your reaction be if they did not return your phone calls promptly or failed to ask you important questions about what you expect and what you want to accomplish? What if there were no personal connection and they did not seem the least bit interested in you personally?
What if they did not get things done when they said they would, and they sent you a bill for more than you expected to pay? What if they were working on an hourly rate basis, but seemed to have no concern at all for efficiency and had no creative strategies to minimize the time needed for the project?
For many lawyers, this list of behaviors is only modestly troubling. For clients, however, these behaviors characterize ordinary lawyers, not great ones.