What Clients Want from Their Attorney

Running a successful law firm means more than just knowing the law; firms must also understand what clients value most from their attorney. Meeting and exceeding these expectations builds lasting client relationships, referrals, and drives growth.

Based on industry insights, four key qualities stand out as must-haves for clients: trustworthiness, expertise, communication, and cost-effectiveness. Let’s explore each of these factors and how your practice can align with client needs.

Trustworthiness: The Foundation of Client Relationships

Clients entrust attorneys with sensitive information, life-changing decisions, and high-stakes situations. Earning and maintaining their trust is paramount.

How to Build Trust:

• Transparency: Provide clear explanations about your process, fees, and potential outcomes upfront. Clients should never feel blindsided by unexpected costs or developments.
• Professionalism: Respond promptly to questions or requests, meet agreed upon deadlines, and make sure each communication and aspect of the firm demonstrates professionalism.
• Ethics: Prioritize your clients’ best interests while adhering to professional codes of conduct. Be sure to explain the situation to clients if needed.

Legal Tech Tip: Leverage case management software like SimpleLaw to securely communicate with clients, giving them the option to connect at their convenience, where the firm can provide updates at any time. These tools reinforce trust through transparency and reliability.

Expertise: Clients Want a Proven Problem-Solver

When clients hire an attorney, they expect deep knowledge and practical experience in handling their specific legal issues. Expertise gives clients assurance that they have a reliable and experienced attorney. But how does the firm demonstrate their expertise?

Showcasing Expertise:

• Focus Area: Highlight the firm's specialization areas on your website and marketing materials. Whether you’re an expert in immigration law or intellectual property, make it known.
• Thought Leadership: Share insights through blogs, webinars, or LinkedIn posts. Providing free value through insights positions the firm as an authority in your field.
• Certifications and Awards: Showcase recognitions and memberships of the firm's members on the firm website, LinkedIn profiles, and other public sources. These skills and credibility.
• Reviews and client quotes: As part of the closing process of each matter, ask clients to give their feedback on the firm's review site. If your firm doesn't have one, now is the time to start. Use public comments on the firm's website.

Legal Tech Tip: Use analytics to track which practice areas generate the most lead, clients, and matters. This data helps fine-tune your firm's efforts to grow the firm leveraging the practice areas where the firm sees either the most success or the most opportunity.

Communication: Clients Crave Clarity and Consistency

One of the top complaints clients have about lawyers is poor communication. A lack of updates or confusing legal jargon can leave clients feeling frustrated and disconnected.

Keys to Great Communication:

• Be Proactive: Regularly update clients about their case status, even if there’s no new progress. Using technology to add notes the client can login and view, at any time, helps drive that open communication channel.
• Speak Plainly: Translate complex legal terms into language your clients can easily understand. So many legal terms are obvious to legal professionals but client are not likely as familiar.
• Set expectations: Ask clients their preferred communication method among options offered by the firm. Balance availability and work/life balance. 

Legal Tech Tip: Clients log into a portal provided by their bank, their doctor, their gym, and more. Giving clients a secure portal where they can view their tasks, appointments, documents, invoices, and more is expected. 

Cost-Effectiveness: Delivering Value Without Compromise

While clients aren't looking for the cheapest attorney, they do want to feel their money is well-spent. It's about delivering value. Transparent pricing and efficient practices can make a significant difference.

Demonstrating Cost-Effectiveness:

• Explain Pricing: Describe how the law firm bills - flat fee or hourly are the most typical. Explain the specifics in how the firm determines the rate, what is included, and the possible range for the matter. Offer installment payment plans for flat fee matters to help meet client needs. 
• Be Efficient: Streamline processes using legal technology to reduce billable hours spent on administrative tasks. Look for document automation, intake forms the client can complete on their own, and assign the client their tasks to support the resolution of their matter.
• Explain the Value: Clearly outline how your services protect clients’ interests, avoid costly mistakes, or achieve favorable outcomes.

Legal Tech Tip: Automate billing and time tracking with tools that integrate seamlessly with your practice. This reduces administrative overhead and ensures clients are billed accurately and transparently. Case management software that is purpose built to centralize all activity is key and doesn't have to cost a lot.

Final Thoughts

By focusing on trustworthiness, expertise, communication, and cost-effectiveness, your law firm can create meaningful connections with clients and stand out in a competitive market. These qualities are not only what clients want but also what they expect.

With the right strategies and tools in place, you can meet these expectations consistently. Investing in legal technology like SimpleLaw ensures your firm operates efficiently while delivering the personalized service clients deserve.

Ready to build stronger client relationships and grow your practice? Start with these client-centric strategies today.