Something is happening with your clients that they’re not telling you. Your clients are scared because they don’t know what’s going to happen in their legal case. It doesn’t matter what area of law you practice in, it doesn’t matter the level of education that your clients have, they are scared about the outcome of their case. That’s why client communication is so important. Send them letters, emails, text messages, call them on a regular basis. Over-communicating with your clients is a great way to ensure client satisfaction.
When your clients don’t hear from you, they assume the worst. By communicating with them on a regular basis to let them know, “Hey, I don’t have any updates, but things are going well,” it is very reassuring for them. Not to mention a great benefit of initiating communication is it happens on your terms, and on your timeline. If we’re waiting on a client to contact us, their call tends to interrupt us in the middle of our day. This method is going to ensure that clients are actually contacting you less, and as a result, your firm will be running more efficiently.
It doesn’t matter if you represent a doctor, or a gardener, they’re equally nervous about the outcome of their case. They’re counting on you to take care of their case, and they want to hear from you for reassurance. As professionals, it’s easy to forget that the legal process can cause a lot of anxiety for our clients, seeing that we’re so used to these processes. We typically know how the case is going to turn out, we can see it from beginning to end. We know that everything’s going to be okay, but they don’t. That’s why it’s our job to communicate with the client so they can really understand that.
I have so much more to say on this topic, and if you’d like to learn more about client communications, sign up for my monthly Six Figure Solo program. Every month you get a one hour webinar from me about a specific topic for six-figure attorneys. Sign up here!