Let’s talk about something that keeps me up at night — and probably should keep you up too.
Your best clients — the ones who pay on time, refer their friends, and actually follow your advice — are getting frustrated. Not with your legal work (you’re great at that), but with everything else.
We’ve all been there. Client calls asking about something you thought you already handled. Email gets buried in your inbox for three days. They can’t figure out how to access the documents you sent them.
Before you know it, your A+ client is questioning whether you’re really on top of their case.
The Communication Crisis
Here’s what’s really happening: your clients don’t expect you to be available 24/7. They just want to know what’s going on.
Think about it — when you order something online, you get tracking updates. When you book a flight, you get gate changes. When you go to the doctor, you get test results through a portal.
But when someone hires a lawyer? Radio silence.
The Three Communication Killers
- The Black Hole — Information goes in, nothing comes out. Clients submit documents and hear nothing for weeks.
- The Surprise Bill — Invoice shows up with no context. “What’s this $300 charge for?”
- The Runaround — “Let me check on that and get back to you” becomes the client’s least favorite phrase.
Your Homework (This Might Sting)
Think about your three best clients right now. When was the last time you proactively updated them about their case?
Not when they called asking for an update. When you reached out first to tell them what was happening.
If you can’t remember, that’s your answer.
The Fix is Easier Than You Think
Good client communication isn’t about working more hours. It’s about working smarter.
Here’s what your clients actually want:
- To know you received their email/document/call
- Regular updates, even if nothing major is happening
- Easy access to their case information
- No surprises on bills
Making It Automatic
Tools like Clio’s client portal handle most of this automatically. Clients can see their case updates, documents, and billing in real-time. They don’t have to call you to find out what’s happening — they can just log in and see.
But here’s the best part: automated check-ins. Set up simple templates that go out automatically: “Here’s what happened this week on your case.” “Your document was filed today.” “No updates this week, but here’s what we’re working on next.”
Ready to Stop Playing Phone Tag?
Your clients hired you because they trust your legal expertise. Don’t lose that trust because of poor communication.
What would happen to your referrals if every client felt completely informed and taken care of?
Want to see how seamless client communication actually works? Check out Streamlined Legal Plus for the exact systems we use. And use promo code CCC-STREAMLINED to sign up for Clio and get 3 months of Streamlined Legal Plus FREE! (That’s a $1,500 value!)
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