How An Attorney Can Keep Their Clients Happy

Every attorney knows that winning a case will make their clients happy. However, what can an attorney do before winning a hearing or trial so their clients are happy? The answer is simple communication. In my years working as a paralegal, most of which have been inside corporate legal departments, I have been responsible for not only managing my caseload, but our outside defense counsel as well.


On numerous occasions, I have experienced a lack of communication with our outside counsel. There were several occasions where we would have to let firms go not because of any issue with the attorney’s work product. In fact, the ones that we let go were excellent attorneys and had won several cases.


They were let go for one simple reason, being unresponsive to our numerous telephone and email inquires. Whether we just checking on the status of a case or had a specific question, if our emails and calls were consistently ignored, it was not taken lightly and really good attorneys lost a good client.


Suggestions for Keeping Your Clients Happy


Here are a few suggestions for keeping your clients happy way before you ever step foot in a courtroom to represent them. First, I once worked for a company who had a rule called The Sundown Rule, which simply meant that before the close of business we would respond to phone calls and/or emails that we received during the day.


Okay, now I know your thinking, what if I’m at a deposition or mediation taking me away from the office for the majority of the day, so how can I possibly have time to respond to the client that very same day?


One suggestion is when you have a break with whatever you are attending to simply respond to the client via email and say that you received the message and you will get back to them the following day. This way the client knows that you are working on whatever they need.


Another suggestion is to make your client feel like they are your only client. Of course you have several cases you are working on, but if you are responsive to your clients, they will be very loyal to your law firm. Depending on the type of law you practice, they may become repeat clients or at the very least your clients can become great referral partners.


My final suggestion is if you cannot quickly respond to your client yourself, then assign your associate attorney, paralegal or legal secretary the task of following up with your client and at least obtain the information that they are requesting. Trust me, no client will care if they are contacted by a member of your support staff instead of the actual attorney in charge of the case. Clients just want to know that their case matters.

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