Many lawyers—if not most—take their clients for granted. We assume that if we do a great job for our clients, and get the results they want, we’ve done our job. It’s not that simple.
Even when we get the best result possible, some of your clients will complain and what do they complain about? THE LACK OF COMMUNICATION. That’s right, your clients complain that they rarely heard from you and had no idea what was going on with their case. Are your clients wrong? It doesn’t matter—in your clients’ minds, they’re right and that’s all that matters.
What can you do to be different from every other lawyer? Do you have specific rules for communicating with your clients? Do your clients know the best processes to communicate and interact with you? There is no perfect solution to the issue of client communication, but leaving this unanswered will make things worse for you.
“Your Special Rules of Communication” are radically different from conventional norms that client communication should be handled by staff and that the lawyer should have little, if anything, to do with clients. Are these rules a perfect solution for every law firm? Not at all. If you have hundreds, or thousands, of clients, this will not be practical, but just maybe this will get you thinking about improving your process for communicating with your clients.
|
Photo by Anna Shvets from Pexels