Lawyer Best Practices: Managing Client Communication

Clients are the lifeblood to any successful law firm, and interacting with them comes in many forms. As experienced lawyers understand, a satisfied client is the best client. Since managing daily requests and working on several cases simultaneously can be overwhelming, we’re going to provide some best practices for lawyers of any experience level to uphold. Communication goes a long way in managing your personal reputation, as well as your firm’s. Read on to discover how you can minimize your liability, keep clients happy, and earn repeat business.

Increase accessibility.

A simple gesture such as picking up the phone, immediately responding to an email, or making time to meet face to face when a client drops by to visit is all it takes to establish a positive professional working relationship. Everyone leads busy lives, and you’re no exception. However, being accessible to your client shows you care and it will resonate well with them.

Be prompt.

When you have a thousand things to worry about, it’s easy to let non-crisis requests languish at the bottom of your inbox. But clients expect a prompt response, whether it’s a quick return phone call to answer a question or a lengthy opinion on a complex legal issue. Triaging requests appropriately means identifying the client’s deadline expectations and then meeting that turnaround timeframe, says Law.com. Law is a fast-paced business, so lawyers should strive to keep up with the speed of their industry.

Provide advice.

Naturally, as a lawyer, you’re going to serve as your client’s expert legal counsel. However, if they ask for advice on something you don’t recommend, don’t stop at “no.” Instead, provide some alternatives and other suggestions so that they stay out of legal trouble. Collaborate with your clients and devise a plan together.

Ask for feedback.

You won’t know where you’re going wrong if you don’t ask. A quarterly survey can identify pain points for your firm, especially when you’re first starting out. Client feedback is invaluable, so listen to what they have to say, then strategize a way to improve the areas that are lacking.

Promote open communication.

The more knowledge you empower your clients with, the better your relationship will be. Once you empower your clients, they’ll feel more comfortable contacting you and coming to you with questions.

In-house seminars led by an attorney are useful tools for teaching clients how to deal with frequently occurring issues, such as sexual harassment claims or layoffs. In-house counsel also can work with outside vendors or their own IT departments to develop online training modules.

It’s also recommended that you sent monthly newsletters with new developments or relevant resources your client can use, and allow easy access to basic forms and information as well

In addition, open communication fosters a more positive working relationship, which typically results in fewer Lawyer Professional Liability claims against your practice.

About ISU-The Olson Duncan Agency

At ISU-The Olson Duncan Agency, our goal is to provide clients with a total solution, not just a quote or a contract. We provide businesses and individuals with insurance and risk management solutions, and we aim to provide real value and build trustworthy, long-term relationships with our clients. To learn more about our services, give us a call today at (310) 373-6441 to speak with one of our professionals.

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