Why Client Communication May Be the Most

Important Part of Your Practice

Two of the most common customer service complaints in every industry
include tedious communications and companies taking too long to
respond. For law firms specifically, failure to communicate with clients is
often cited as the number one reason for bar complaints. 

Client communication is a crucial aspect of your practice, as it:

 Builds your business. Businesses that deliver better client

experiences obtain revenues between 4% and 8% above their
market. Plus, you’ll easily retain your current clients, while
attracting others, helping you reach your firm’s growth goals.

 Enhances your reputation. In the legal industry, your reputation is

everything. While 89% of businesses compete through the level of
experience they deliver, you’ll stand out from other law firms in
your niche.

 Protects you and your client. Ongoing communication protects you

from ethics violations and malpractice claims. It also protects the
client from making decisions based on a lack of information from
you. For example, client portals are secure and simple methods of
communication between you and your clients.

While we are all aware of how important communication is, so many

attorneys still fail at it. Overly complex communication methods, improper
relationship management, and lack of time are all to blame. The good
news is there are tools and methods to bridge the gap. 

How to Get Your Entire Team to Share

Communication Practices
Any initiative you start in your law firm won’t be successful without
everyone on board. That’s why it’s critical to ensure your entire team is on
the same page as you start to enhance your client communications.

Foster a Culture of Communication Within Your Firm

Building a culture of communication within your firm is the foundation
you need for exceptional client communication. It’s a way of practicing
what you preach. As you build your firm, foster a culture of open and
honest communication by:

 Keeping your employees informed. Start by ensuring your team is in

the know of the happenings around your firm. Being in the know
enhances participation and opens the door for better collaboration—
something you’ll need to offer the best client experience.

 Opening your door. Welcome all comments, complaints, and

suggestions from your team. They should trust that you’re always
willing to listen.

 Encouraging team communication. Running a successful firm is a

team effort. Encourage team members to communicate with one
another and often. There’s no such thing as too much information
when it comes to client work. Schedule law firm meetings often to
collaborate.

 Making it clear that it’s okay to disagree. No one will agree with
everyone all the time. Make sure your team understands that it’s
okay to disagree and give them the chance to express it.