Unleashing the Power of Proactive Client Communication in Your Law Firm

Is your law firm struggling with how to effectively communicate with clients? In this episode, Tyson discusses the importance of client communication in a law firm. He shares tips on how to better communicate and action items firms can take.

Front End Communication

Tyson talks about the importance of front end communication. This involves communicating everything to your clients at the beginning so they don't call back multiple times with questions. Make sure to intentionally plan out what to communicate and when. There may be some information clients will need at different points of the client journey. Tyson uses the example of their own ten day onboarding email sequence, where over the course of 10 days, clients are provided with different types of information.

Client Satisfaction

Keeping clients in the loop is crucial to ensure they are satisfied throughout their time working with you. Track your firm’s responsiveness so you know how well the team is communicating with clients and how often. Tyson uses their own firm’s example, where the team does a client check in every 6 weeks. These calls involve communicating what is going on with a case, how the client is feeling and if they feel they are being represented appropriately. Make sure to build those calls into the calendar so they are not missed.

Ultimately, effective client communication is key to ensure your client knows what is happening and they are always kept in the loop. It is crucial if you want to get referrals as news about good service travels fast!

Take a listen.

1:11 Tips on how to up front load communication

3:47 Importance of tracking team responsiveness and communication scores

9:00 Tips for improving client communication

10:06 The significance of effective client communication for referrals

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