Effective communication with clients is essential for maintaining a strong professional relationship. It allows them to feel heard, keeps them informed, and helps ensure quality representation. Moreover, Oregon lawyers are ethically required to “keep a client reasonably informed about the status of a matter and promptly comply with reasonable requests for information.” ORPC 1.4(a). Poor client communication is one of the most common factors in malpractice claims and bar complaints. To avoid these issues and enhance your legal services, consider the following tips.
- Develop a communication policy.
Once finalized, educate your clients about the firm’s communication policy at the beginning of the attorney-client relationship. It’s a good idea to include the policy in engagement letters or as a separate signed document. Be sure to clearly define an emergency and explain how clients are to reach you in those instances.
Lastly, stick to the policy you have developed. If you decide not to take calls after 6:00 p.m. but do so anyway, that can cause client confusion. Maintaining boundaries is understandably more difficult in a post-pandemic work environment where there is more pressure to be available throughout the day; however, failure to adhere to your policy will lead to frustration for you and your client, undermining the attorney-client relationship.
- Leverage existing technology.
Technology can also assist with scheduling client meetings. Incorporating scheduling applications into your practice can significantly enhance client communication and time management. These applications offer control over your calendar and translate to fewer phone calls and emails regarding client meetings. Some standalone scheduling applications include Calendly, Setmore, Microsoft Bookings, and Acuity Scheduling.
These tools typically integrate with your existing calendar systems (e.g., Google Calendar, Outlook) and can link to your email signature, website, or automated email responses. The client simply clicks the provided link to schedule a meeting, which is then added to your calendar. If you opt to use a scheduling application, customize your availability to maintain work-life balance ?so you can be responsive (within set boundaries) while also meeting your clients’ needs. Set buffer times between appointments to prepare or catch up on your caseload and enable automatic reminders to reduce missed appointments.
- Build trust with clients.
Active listening is crucial in building trust. Give your clients your full attention when they speak. Maintain eye contact, avoid interruptions, and use nonverbal cues to show engagement (such as nodding or leaning in). Ask clarifying questions and paraphrase their comments to confirm understanding, which helps ensure you have all the necessary information to provide effective representation.
Also, remember to show empathy by recognizing that many clients are going through extremely difficult situations. Acknowledge their emotions without judgment. You can do this by simply listening or using validating language. For example, you can say “your feelings are understandable given what you're facing” or “thank you for sharing that with me.” The goal is to show compassion and encourage your clients to be honest.
Finally, clear communication is key. Avoid using legal jargon when possible, and when legal terms are necessary, explain them to your clients in plain language. If you observe that they need additional support to understand you or your staff (e.g., a language translator), offer the necessary resources. In addition, provide regular updates on case progress and be transparent about potential case outcomes, both positive and negative. Your clients will appreciate your candor and be more likely to trust that you are working as their advocate.
By thoughtfully implementing the suggestions above, law firms can markedly enhance client communication, streamline operations, and maximize overall efficiency. These practice improvements not only lead to increased client satisfaction but also allow attorneys to focus more on high-value tasks and delivering the best outcomes for their clients.