Suzanne Burnett

Sponsored by RebuttalPR

Tell us about yourself, your firm, and what brought you to the Maryland/DC area.

I am one of three partners here at Potter Burnett Law. Throughout my entire career, I have focused on personal injury work. I take a certain amount of pride in never having worked at a defense firm. I started my legal career as a Circuit Court judical law clerk and loved watching trials in the courtroom. I admired the great lawyers and aspired to be like them, while the less effective ones made me feel I could do a better job. This experience ignited my passion for trial work. Initially, I considered criminal law, as it seemed the most interesting. However, through networking on a bar association softball team, I met some well-known personal injury attorneys in the community.Ultimately, they offered me a attorney position with a promise of trial work, and higher pay than most new criminal lawyers make, so with my student loans looming, that was really appealing. I didn't realize at the time that I would find my passion in personal injury law too.

I started as an associate and learned everything from scratch. I really enjoyed it, especially the extensive client contact. It's a bit cliché, but like many who go to law school, I wanted to help people. I feel that I genuinely achieved this with real people, not businesses or corporations. My love for this field grew as I continued working on plaintiff cases. Most of my cases involve car and truck crashes, along with other miscellaneous personal injury cases. My firm also handles medical malpractice, nursing home abuse and neglect, sexual abuse, and we're expanding into class action and tort cases, often co-counseling with other firms.

Outside of work, I'm a mom to three amazing kids – ages 7, 5 and 2, which occupies most of my remaining time.

What inspired you to focus on plaintiff side injury law?

Starting out, I was just following the best job offer at the time, but I quickly fell in love with being in the courtroom. That was something that really sparked the fire in me when I was a junior attorney. I was getting that courtroom experience and the satisfaction of helping people, as I often represented the “little guy” in a David versus Goliath scenario against big business, for-profit insurance companies. So, it felt like I was checking a lot of boxes.

The field is fast-paced, and I thrive under pressure. I like being pulled in different directions. Every day is different and something unexpected happens. Also, the aspect of dealing with clients facing unplanned problems is fulfilling. Unlike creating a will or doing the same tasks every day like in other areas of the law, these issues are unexpected and turn a person’s world upside down. We're the first people they turn to for help, and I love being able to provide answers, clarity, and guidance. Of course, there are good and bad days in any job, but I feel like I'm doing what I want to do. Once I started, I never really considered doing anything else.

How do you stay organized with a high volume of cases and maintain strong personal relationships with numerous clients simultaneously?

Everyone who handles volume work has different methods, but for me, being overly organized is part of my personality in all aspects of my life, so that comes naturally to me. As a lawyer, I utilize case management software and make the most of tools like tasking systems and notes. I keep my email inbox clean, moving dealt-with items to specific folders. I have lists and checklists throughout my office to keep track of daily tasks.

Regarding client relationships, despite the volume, I ensure each client feels valued and unique. In our law firm, 99% of the time, an attorney conducts the initial intake and client interview, which is somewhat unique compared to other firms. If a new client calls and I'm unavailable, one of our associates will initially handle it. However, I always make a point to call them back, introduce myself, apologize for missing their call, and address any remaining questions. This establishes strong client communication from day one.

We start with intense client contact initially, as that's when they're most stressed and have numerous questions and concerns. Our case management system reminds us to regularly check in with clients as well, with timelines varying based on the case. Every conversation is documented in our software, ensuring that anyone can pick up a file and understand its status, even if someone is unexpectedly out of the office.

I also emphasize trust-building. If clients don't know you or haven't heard from you, they might struggle to trust your advice on settlements or legal actions. I'm diligent about responding to clients, acknowledging every email usually within the same day, or at most within 24 hours. My staff is trained to follow this practice too. When signing up a new client, I follow up with an email, copy the paralegal assigned to the case, and expect the paralegal to also engage with the client.

I try to make clients feel they know me personally. During intakes, I note personal details like shared interests or significant life events. I use these notes to connect with clients in future conversations. We also send birthday cards and small gifts for special occasions like pregnancies, weddings, or retirements, adding a personal touch beyond the professional relationship.

Has your firm always used legal technology software, and how does it support your practice?

I've always been involved in the technology aspect of my firm. When I was an associate at my first firm, we always had some form of technology. Their system was kind of outdated and old. So, when we left there and started this firm, we upgraded to something new. It feels impossible to keep up, right? Now, there are probably better options than what I'm using, but switching is also a big undertaking. The one we chose allows a lot of customizations, and I personally spent a ton of time customizing everything we wanted. Honestly, I'm not even 40 yet, but sometimes I feel like a dinosaur with technology. My younger lawyer friends are using AI to help with demand packages and I'm like, "Oh my gosh, teach me everything." But with high-volume practice and the need to be organized, there's no way I can remember everything. I have a good memory, but this just helps me stay on the task. It helps my staff know every day what they're missing, what they need, and where they should be following up. With the volume of cases, it's crazy not to use case management software. As plaintiff lawyers, we don't get paid until the case is over, so if we're not pushing the case, it's not good for the clients or our business.

Can you describe a case that significantly impacted you?

That's a hard question because there are so many. But I have one that ranks high on my list that I tried last January. It was a case where, during the Covid pandemic, my client was eating outside at a restaurant's outdoor dining area. A car lost control and crashed into the dining area. She was thrown from the table and ended up pinned under it with the truck on top of the table, and it’s fender inches from her face. It was a very scary, traumatic, chaotic scene, especially since the truck was still in drive. Fortunately, good Samaritans came and were able to get it off.

Despite the trauma, she didn't have a single broken bone. She had injuries, but nothing critically significant. She was physically lucky, but she was left with debilitating PTSD. It impacted her job, family, marriage, ability to be a mom, and her social life. She was a big cyclist and yogi and had trouble doing all that. It was a crazy intrusion on her life, and it went on for years, continuing to when we tried the case. She was completely misunderstood about it. People didn’t get it, especially the insurance company, which valued her experience at basically zero. They were dismissive throughout to the point it was almost re-traumatizing to her. Because it wasn’t a visible injury, it took so much effort for both of us to get her case properly valued.

Her original trial date got canceled due to a Covid backlog, but we finally got a trial date, and the jury awarded her even more than what I asked them for.I was so relieved for her. It showed that, while society has come a long way on mental health issues, insurance companies are not there yet. Almost all my clients have heightened anxiety after a car crash, even minor ones. They're anxious on the road afterwards. This case helped me understand that juries and society are ready to value and understand these types of injuries. We just need to keep pushing the envelope, trying those cases, and not accepting low offers. It was a confidence boost for me and validation for the client from strangers in the jury box. Given the issues she had, we became incredibly close throughout the process, and still are to this day. That case still carries with me because it was a bit different from what I'm used to trying, like surgery cases or spinal issues.

What changes are needed for insurance companies to better address mental health challenges?

Insurance companies are old-fashioned. They want to see medical records and documentation of everything. And a lot of people don't want to go to therapy. More people are in therapy now than ever, which I think is fantastic. But some of my clients need a little push, or sometimes permission. They may have never talked to a therapist and are hesitant to do it. I try to make that a part of the conversation from the intake. When they say to me at intake, "I'm so terrified to drive," I say, "Look, many of my clients are getting help for that. Please don't be afraid to do it.” Everybody thinks, “Okay, I'm going to check the box and go to physical therapy or chiropractic therapy.” But when they're super anxious, they might just suffer. So, I think it's part of the job as the plaintiffs' bar to start talking to our clients about that and encouraging them to get help not only for their own wellbeing but because having it documented goes a long way.

We also need to keep pushing back with the insurance companies, keep making those arguments at trial, and communicate that you need to know your clients. Spending time really getting to understand the client's story goes back to why I like to do intakes. In fact, I used to do practically all of my intakes in person before Covid, and now my whole practice has flipped. I almost never do them in person. Everybody just wants to do it over the phone, which is efficient, but it does take away from me getting to know them. So, I often try to talk them into a Zoom call or meet in person at some point, because I really think getting to know my clients makes me the best advocate.

Can you share about your role models, journey to success, and those who impacted your career?

It's hard to choose because there are so many. I grew up in a family where my dad is a lawyer, so he's always been a role model to me. Much of what he does, particularly in bankruptcy law, is outside my expertise. I knew I didn't want to do exactly what he did, but from a young age, I admired how people in our family, community, church, and neighborhood would seek his advice on various issues. He was this go-to person who always had answers and insight. I might not have known the specifics of what was happening as a child, but I knew he was a reliable source of sound advice. That drew me to the profession — the respect and trust he garnered and his ability to help others.

My mom, mainly a stay-at-home mom, was incredibly supportive. She never made me feel limited in what I could achieve, which I am very grateful for. My grandmother is another significant figure. She didn't have the opportunities I did and making her proud has always been a driving force for me. She had my mom at 17 and went on to have four more children, dedicating her life to being a supportive wife and mother. Despite her limited opportunities, she's incredibly intelligent and impressive and has always been a huge role model for me.

Other role models have been some fantastic trial lawyer women I have worked with. The judge I clerked for after law school was previously the Deputy State’s Attorney for the county, well-known for her passionate trial work in sex abuse cases. She was then appointed to the bench and has since risen to our appellate court. She was so amazing to watch on the bench – smart, no-nonsense, yet kind. Outside of work she was managing a lot as a mom and seeing her achievements greatly influenced me. My current law partner is widely respected as one of Maryland’s finest personal injury attorneys. She is a fantastic trial lawyer and has amazing verdicts under her belt. Learning from her and working with her has been incredibly valuable as well.

Throughout my career, I've learned a lot not just from lawyers but also from senior paralegals, who often knew more about handling cases than I did as a new attorney. They taught me to check my ego at the door and understand that mentors and support can come from various sources, not just lawyers. Office managers and paralegals have been invaluable in teaching me how to run cases and a business.

More recently, my peers have been a great source of support – I have largely met and connected with these women through our Maryland Association for Justice Women’s Caucus. We share experiences and solutions, constantly networking and learning from others in similar situations. This has been incredibly helpful.

How do you maintain a work-life balance and a positive attitude while managing different roles like being a wife, mom, daughter, and attorney? Do you have any tips for maintaining these relationships?

Work-life balance is just that. It's a constant balance, a constant struggle. I'm not afraid of hard work, whether that's at work or at home. I'm not afraid of having a lot on my plate. Sometimes I do better under pressure. When I'm idle, I don't know what to do with myself, and then I busy myself with whatever.

But I think it starts with the support system. I have a wonderful family, great parents who've always supported me, siblings who are supportive, and a wonderful husband who's supportive and one of my law partners. With childcare, I've always had good luck. We use the au pair program and have been fortunate with that. We have three kids seven years old and under, so it's chaotic, and we're both trial lawyers in the same firm. It always reminds me of those sayings, "The days are long, but the years are short." There are weeks when I think, "How am I going to get through this week, or this day?" I hate to wish time away, but that's just human nature when you have a lot going on. But somehow, I always manage to get through.

You have to be willing to delegate, which is hard for me. It's a work in progress, but having a good team is essential. I have an amazing paralegal and lots of other great support at the office and at home. Having a shared family calendar where my husband and I can figure out who's responsible for the kids each evening and their various activities along with ours,. We do a weekly Sunday night check-in for the week ahead. It's a constant balance. One thing I work on is trying to be present. When I'm at work, I focus on work. When I'm at home, I try to close the door on work for the few hours with my kids before bedtime.. I'm not perfect at it, but we're working on it.

What challenges and opportunities have you encountered as a female attorney, and what advice would you offer to other women in this field? How important are organizations like the Society for Women Trial Lawyers, and how has being a female attorney impacted your career?

I think it's taken me longer to accept my own worth or power, especially in my first 5-10 years. I'm going into my fourteenth year of practice, but it's taken me a lot longer to have confidence and know my worth. There have been situations where I've walked in to meet a client or walked into a courtroom, and people have assumed that I'm the paralegal, the court reporter, anything but what I am, which is the attorney. And as much as I try to let it roll off myback, it still kind of knocks you off your game. You have to be like, "Oh, now I have to level up." Or people tell me stuff like, "You're so young. You're pretty." You never walk into a meeting with a male attorney and hear, "You're so handsome." People don't do that. It used to throw me off, but now I almost like it. Please underestimate me; that's great.

But I didn't always feel that way. I think all of us, men and women, have some imposter syndrome, and it's worse when you're younger. But it's still something we struggle with. I know that I have become a better attorney as I have stopped trying to imitate role models or who I believe are great trial lawyers, and just be the best version of myself. Especially in trial work and in front of juries, they know when you're not authentically you. I have found that when I become more authentic in the courtroom, I am much better received than when I try to put on a performance. So again, that's always a work in progress. But I think women have advantages, especially in personal injury. Many women are naturally good listeners, caring, and nurturing. When someone comes to you after a tragedy with an unexpected injury, those are all good qualities to have. So, I think, when I lean into those skills and use them to my advantage, I become a better advocate.

Would you like to share more about your involvement with women's organizations or anything else I didn't ask about?

Our Maryland Association for Justice has a Women's Caucus, and I’ve been the Co-Chair for the last two years. Stepping into that role and taking a leadership position has opened many doors for me. I now have a core group of other women whom I can turn to who have shared experiences. We've attended conferences of the Society of Women Trial Lawyers together, and that allows us to spend two or three days away from our families, bonding with each other and other women from across the country. Those relationships have become my most valuable professional connections. We have shared so much and gotten to know each other well.

As a side bonus, becoming more active with these groups, and connecting with these women have also led to business opportunities. Just this morning I was retained in two cases through connections I have through my women trial lawyer sources.. Involvement in these groupds have helped me gain confidence, step into leadership roles, and network. It's comforting on those hard days when work-life balance is off, and I feel overwhelmed to have others who understand and offer a sympathetic ear. I haven't always had that, and it has been a new experience for me in the last couple of years. I can't stress enough how beneficial it has been for my growth and development as a person, an attorney, and a business owner. So, I encourage everyone to get involved. It opens so many doors.

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