Fix How You Communicate with Your Clients (and Improve Your Law Firm’s Reputation)
Improving communication is arguably the most effective thing attorneys can do to create positive client experiences that lead to raving reviews and increased referrals.
Skeptical? Try looking through the reviews for some of your competition. Communication (or lack thereof) comes up time and time again. (It’s not surprising that failure to communicate is a top bar complaint.)
Put Yourself in Your Clients’ Shoes
It’s easy to lose track of how long it’s been since you last spoke with a client. You’re working around the clock on cases, and you know you’re doing everything you can for them.
But for many of your clients, the outcome of their case is life-altering. What may be just one case for you, could be the only thing on their mind 24/7. (They aren’t going to forget when they last heard from you so easily.)
Keep Your Clients in the Loop
Are your clients are constantly calling you or your office (and maybe driving you a little crazy) just to ask for an update on their case? That’s not a great sign.
If your clients are constantly reaching out to you for an update, you have a communication disconnect. They’re feeling out of the loop, anxious, and on edge wondering what could be happening with their case and why you aren’t telling them.
Now, if you haven’t reached out to your client, it’s probably because you don’t have any updates to share with them. But for your client, “no news” is news. Reaching out to your client to let them know that you’re still working on paperwork, haven’t heard back from the opposing party yet, etc. is a perfectly acceptable update for them. Your clients just want to know what is going on. Even if that’s nothing!
Set Expectations!
From the first day that you work with a client, make sure they know when they will hear from you next. Consider setting up a regular check-in schedule. Depending on the nature of their case, you could set up weekly or monthly check-ins. For example, let your client know that you’ll send them an email every Friday with an update. If you have information to discuss, you could even include a scheduling link in the email for your client to schedule a meeting with you!
Regular check-ins are easy to delegate to a receptionist or assistant. Have your receptionist create email templates for “no news yet” updates and send them out for you!
Long story short, keeping your clients updated is the best thing you can do for them. Many times, when a client is waiting and wondering when they will hear from their attorney, they’re feeling as if information is being withheld from them. People want to refer attorneys that they like and trust. Build that trust by strengthening your communications!
