Keeping Clients Informed

Managing legal cases takes more than a little bit of finesse. Generally speaking, the legal issues are your sweet spot. You know what to do and depending on the approach, the likely outcome. For you, because you spend a likely inordinate amount of time practicing law, it's kind of like riding a bike. But for clients, many of whom have never had a legal issue or at least haven't had too many, the experience is quite different. The key to giving your clients a good experience? Communication.

Get Started on the Right Foot

Each client has their own expectation in terms of your availability and regularity of giving them updates. Best to get those expectations agreed upon from the start. As part of your intake process, be sure to ask your client their expectations. Be sure to let them know if those updates are included in billable time. 

Consider the communication method, too. Email, calls, or better yet, adding notes to their case through your case and practice management platform are great options. Not only is the data more secure because it isn't being sent but stored centrally on a secured cloud server, it is easy to find. No need for you, or the client, to search through emails, messages, or texts. 

Setting expectations from the start is key to a positive communication experience.

Make Exceptions

Yeah, we know we just said to set expectations. But when things happen that are not expected, whether regarding steps required for case resolution, resulting changes to estimated costs, or any other situation not expected, best to let the client know. If it's great news, well, that's easy to deliver. If it's tough news, that's a little different. Remember, when sharing news that isn't great, follow the tips for clear communication: be concise, clear, and direct. But with a bit of kindness, too. 

If you aren't sure what the client would consider an exception, best to take a proactive approach. It's pretty simple to add a note to their case through your case management software. If you are sure it's an exception, and not a small one, we strongly recommend picking up the phone. The sooner the client knows, the better.

Be Responsive

Communication goes both ways. Clients will likely reach out when they have a question or need clarification on something. Unfortunately, many clients report their attorneys not calling them back, leading to a very not-so-great experience. We get it, sometimes you are just too busy. If you can't call your client back within one business day, ask your paralegal or legal secretary to reach out and let them know you did receive the call and will get back within a specified number of days. Better yet? Schedule some time in your day - call it 1 hour at the beginning or end of the day - and make those calls. Either responding to clients or proactively reaching out. It's great for you to take a break and connect with people and helps keep clients feeling valued.

Take a Proactive Approach

You know that hour you are scheduling into each day for client communication? Only have a few calls to make? Well, make one more. Reach out to a client for no reason at all, and of course, with no fee. Just check in with them. Creating that positive experience for your clients not only builds trust and compassion but helps ensure a positive experience. And that has a lot of benefits, not only feeling good about your work and how you are helping your clients, which is really the key, but also for positive reviews. 

Overall, it goes back to common sense really. Put yourself in your clients' shoes. Especially if the case is an emotional one or a tough challenge, ensuring clients are informed helps to take down their stress. As a result, it takes down your stress, too. And we all know that's a really good thing.