Missing in action: How to ensure your clients remain in communication

Can you hear that? Silence. The sound of your client not returning your calls, emails or even your text messages. There is nothing more frustrating than radio-silence on the end of a client. You have important information to relay to them in regards to their legal matter but you are unable to get in contact with them.

There are certain steps an attorney must take, ethically, to ensure that they exhaust every effort to communicate with a client, but instead of letting it get to this point, there are a few important steps you can take at the very beginning of your attorney/client relationship to ensure you don’t end up incommunicado.

Open Lines of Communication

Inform clients from the initial meeting how often and by what means communications will be made. Ask them how they prefer to be contacted. Some people would rather face-to-face communications only, while other who might be busier, could just prefer to use email as the primary mode of communication. Some might not be technically savvy enough to use email. Establish standards early on so everyone is on the same page. Once these preferences are determined, make sure that everyone working on the client’s case – from the office administrator to the accounting department – is aware of how communications should be made.

Make Introductions

Introduce the client to every person working on the case, or who they may have contact with in your office. This is a great way to build a working relationship with the client, familiarize them with your operations, and in-turn the client will feel more comfortable.

Touch Base Frequently

Set a communication standard for each member of your team. For example, require that your employees reach out to 5 clients each and every day, even if it’s just a simple check-in. By doing so, you will ensure that all your clients are contacted at least once a month by your team. This will keep the lines of communication flowing between employee and client, and will in turn lower the number of unresponsive clients.

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