When was the last time you talked to your client?

An elderly woman called up the other day and sobbed into the phone. She had tried to reach her trial attorney for days and had not received a return phone call. The woman had no idea about the status of her case. She was desperate for an update and worried that she was running out of money.

These calls are not unusual. The public already views the profession with some distrust and the attorney's lack of communication made the situation even worse. Client trust and confidence comes through time and positive experiences.
All clients are not alike. In this particular case, the woman was over 80 years of age and was living on a fixed income that was quickly disappearing due to mounting medical bills. Her level of concern might not be the same as a client who is young and gainfully employed. Keeping our clients informed is vital. The amount of communication may depend upon the type of client you have. If you can't do it personally, enlist the assistance of a staff member.

In a new book written by law coach Edward Poll entitled Law Firm Fees & Compensation: Value & Growth Dynamics (LawBiz Management, Co., 2008), he tells attorneys that they must view their law practice as a business. He stresses the need for client communication, especially to build up trust between the attorney and client. Poll notes clients are not as concerned with "time" as they are with the value and quality of services. And how can they assess whether they are receiving value and quality? By receiving frequent updates and viewing your work product. After all, they are paying for it! As Poll notes, clients often express their unhappiness by refusing to pay their legal bills.

Clients are entrusting us with matters that affect their lives and they want to know the status of their case on a regular basis. Regular communication can only enhance our relationship with our clients. For more business tips, you might want to visit Poll's web site, Lawbiz.com, and sign up for his blog or download a podcast.

Comments

[Ed Poll]

Many lawyers are finding easy ways to communicate with clients ... by sending status reports. If anyone wants a copy of one, send me an email to edpoll@lawbiz.com and ask. These are simple forms, originally developed by Michigan attorney, Wes Hackett, a good friend.

Many lawyers, unfortunately, never figure out that their client is unhappy. They just think that the client has no additional legal work. They don't realize that the client was so unhappy that, though they didn't complain, they just didn't return! What a shame not to have the sensibility to even know this.