Tip 2. Don’t Trust Your Client’s Memory
If you have discussed weaknesses in your client’s case during the intake process (as we believe you should) or later as you discover them (as we believe you must), confirm that discussion either as a part of the representation agreement or in a separate letter (email) or both.
Tip 3. Update Your Client
Don’t limit yourself to updating the client when a significant development occurs. By all means, update when that happens, but make it a practice to regularly contact each client to report the status of the case, what work you are doing, and what the client should expect next. Yes, we know that your bill tells the client what work you have done, but we think you can do a better job in a narrative. We recommend that you prepare and deliver the updates in writing and that you provide them at least once every 60 days. Use the updates to help educate your clients as to legal processes and the manner in which the system operates, as well as the specifics of their matter.
Tip 4. Document Settlement Discussions
Keep your client informed in writing of all settlement offers and proposals, as well as responses and counteroffers. Also, document in writing your client’s reactions to offers and counteroffers and any instructions provided by your client as to how to proceed with respect to the case.
Tip 5. Take Some Classes in Mediation
Learning dispute resolution (especially mediation) techniques may facilitate avoiding an unpleasant confrontation with a disgruntled client. It may also make you more effective in the process of mediation and arbitration of disputes when representing your clients. Additionally, if you get good at it, you may end up with a viable side hustle for your retirement years.
Conclusion
The better job you do educating your client and keeping your client informed, the less likely you will find yourself on the wrong end of a suit filed by a disgruntled client. And the better the job you do documenting your updates to the client, the greater the likelihood that you prevail should you find yourself in such a situation.
Effective client communication is not only essential for providing high-quality legal services but also helps you build a positive reputation and a loyal client base. We believe that attorneys who establish strong communication with their clients will more likely have successful practices.