The practice of law is largely about the management of client relationships.
ABA Rule 1.4 states, “[r]easonable communication between the lawyer and the client is necessary for the client effectively to participate in the representation.”
As attorneys establish and maintain their positive reputations, it is important to build positive relationships with their clients. These relationships can last for years, even decades. Happy clients keep coming back and can also lead to referrals for new clients.
Client communication is a crucial aspect of your practice, as it:
- Builds your business.
- Enhances your reputation.
- Protects you and your client. Ongoing communication protects you from ethic violations and malpractice claims. It also protects the client from making decisions based on a lack of information from you.
Good client communication requires attorneys to be proactive. Providing your clients with regular status updates, answering questions preemptively, and summarizing meetings in writing after the fact will ensure your clients understand what is going on, avoiding unnecessary communication breakdowns and cutting down on frantic phone calls to your office. (Your in-house staff will thank you!)
Frequent communication helps to reassure clients that there are no drastic issues with their case, while also building their confidence in the attorney and the entire legal team.
There are several ways to communicate:
- Client Portal
- Regular status emails
- Other emails
- Texts
- Phone calls
- In Person Meetings
- Zoom meetings
- Receptionist services
It is important for attorneys to set expectations upfront. Clients should know how you will communicate with them, and how often, as well as your availability if they need to reach out to you.
As you can see, some of this communication is more traditional, but there are also ways to automate your client communication. In general, simple and transactional communications are best to automate, but more personal and specific communications should be handled by humans.
Communications to automate:
- Welcome Letter
- Retainer / Fee Agreements
- Lists of initial documents needed
- Intake questionnaires
- Appointment reminders
Communications you should NOT automate:
- Returning client calls and inquiries
- Delivering bad news
There are many practice management software options available, and technology has made client communication easier and more effective by allowing your firm to track interactions with clients and prospects, integrate emails, and interface with a long list of platforms, such as Dropbox and Google Drive.
Improving your client communication processes is vital to your law firm’s maintenance and growth. With the right assistance, you can proactively keep your clients informed, building positive relationships with them, and making it more likely that they are happy and will provide you with referrals.
The team members at Opulent Landholdings’ Attorney Services are happy to help with both automated and traditional client communications. We have experience working with virtual receptionists and can use our experience to either help you get your process setup, or to pick up your current process quickly.
For more information about how we can help with client communication and much more, contact Opulent Landholdings’ Attorney Services today!
