The Basics of Client Care

Client relations is based on the ability to serve your clients according to their needs. In general terms it is simply:

  • credibility and trust
  • integrity and honesty
  • communication
  • commitment

TEN WAYS TO IMPROVE COMMUNICATION

  • Treat clients as customers - with the power to make or "break" your practice. Understand and accept that they have different communication styles and needs than you do.
  • Return telephone calls as promptly as possible - generally within 24 hours. When clients call you, they are often worried or concerned. Their concern may continue to mount as they await your return call.
  • Copy clients on all written documentation. This helps avoid misunderstandings and keeps clients apprised of the status of their matter.
  • Seek client input on materials when they are in draft form, including draft reports of meetings. Ask the client to review and suggest revisions to these drafts.
  • Make sure the client knows what you are going to do next, and when you expect it to happen.
  • Do not assume that the client hears, understands and appreciates everything you say. Ask the client to paraphrase back to you those things that are critically important. This gives you the opportunity to ensure client understanding, and it gives the client the opportunity to clarify points that might appear vague to them.
  • Translate "legalese" into plain language.
  • Listen to your clients' communication needs before asserting your own. Let the client talk - instead of shutting them down, use your communication skills to focus them.
  • Do what you say. The example you set is a powerful message. Your actions speak much louder than the volume of the words. Clients will pick up on even minor inconsistencies.
  • Learn and practice gathering client information using interviews, not interrogations.

CLIENT RELATIONS IN CORPORATE LAW

Build on the basics with these practice specific quick tips for improved client relations.

  • Use plain language engagement letters, detailing the extent and scope of the representation, the billing procedures involved, a contact person, and your expectations of the client.
  • Ensure your initial correspondence outlines all services that are not included in the agreement.
  • Anticipate what is ahead for the client. Think about and discuss with the client what can be done to prevent legal matters from becoming problems in the future.
  • Inform clients of new developments in the law that might be applicable to their interests.
  • Take time to listen to the client's concerns and respond to all inquiries.
  • Inform the client of all their options before decisions are made, and document all advice.
  • Admit mistakes and explain ways they will be rectified. As hard as it is to admit, every lawyer makes mistakes, but many of the mistakes can be transformed into productive learning opportunities for both the lawyer and client.
  • Explain anticipated "downtimes" and issue status reports even when no action has occurred.
  • Send file-closing correspondence that thanks the client for their business and expresses your interest in an ongoing relationship.
  • Maintain a comfortable and efficient office environment with accessible amenities for your corporate clients.

CLIENT RELATIONS IN CONVEYANCING

Build on the basics with these practice specific quick tips for improved client relations.

  • Greet clients promptly and courteously, offering a sincere smile and a firm handshake.
  • Use plain language engagement letters, detailing the extent and scope of the representation, the billing procedures involved, a contact person, and your expectations of the client.
  • Ensure your initial correspondence outlines all services that are not included in the agreement.
  • Ensure your agreement provides the client with a general overview of the timeline involved and gives a realistic estimate of fees and expenses.
  • Take time to listen to the client's concerns and respond to all inquiries.
  • Remember that the routine of the matter to you may be unique to the client. Do not assume the client understands the process.
  • Ensure all staff that come into contact with the client on the conveyance understand and accept the need to demonstrate client-centered communication.
  • Explain conveyancing terms and procedures to the client's satisfaction.
  • Introduce everyone who will work on the file and explain their involvement.
  • Consider using client aids to detail the conveyancing process for the client.

CLIENT RELATIONS IN FAMILY LAW

Build on the basics with these practice specific quick tips for improved client relations.

  • Avoid creating unrealistic expectations and never guarantee the success of a case.
  • Remember that communication is substantially more than just the words used. Experts say that only 7% of a person's decision to believe in or trust another is based on the first person's words or content. The remaining 93% depends on voice tone and body language. Our voice, its auditory resonance and intonation, counts for as much as 84% of our emotional influence, believability and trust when people hear us but cannot see us such as on the telephone. This is particularly true in matters with high emotional involvement.
  • Make sure all the necessary research is complete before presenting the client with any opinion as to the outcome of the case.
  • Once representation has begun, continually strive to keep the client apprised of the status of the case.
  • Send copies of all relevant documentation to the client, along with all memoranda explaining actions taken and recommendations made. By documenting all communications between yourself and your client, a clear understanding between both parties is established.
  • Confirm the end of the representation through a file-closing letter. If the client's matters are not fully resolved, advise them to seek other representation and inform them that statutes of limitations may affect their action.
  • Instruct all staff members on procedures for meeting and greeting clients, and handling phone communications with professional courtesy.
  • Fully explain the client's role in the legal process and take the time to listen to their concerns. Clients often become frustrated with the impersonal side of family law and view delays in the process with suspicion.
  • Explain anticipated "downtimes" and issue status reports even when no action has occurred.
  • Set aside ample time for meeting with clients, and instruct staff not to interrupt these meetings.
  • Listen to your clients - even a small sign of impatience or indifference to the client will serve to magnify later problems.
  • Assure the client of your loyalty. The delicate solicitor-client relationship can breed problems when the client perceives you as disloyal or inattentive to their concerns and case.
  • Be sensitive to underlying issues and problems and take them into consideration when suggesting remedies.
  • Return client's telephone calls within 24 hours.