It does not need to be said that clients are the most essential aspect of every legal professional’s practice — after all: no clients, no practice. But what’s often overlooked is the direct correlation between client satisfaction and your satisfaction, and the impact that your relationship with your clients can have on the success of your practice. 

So we scoured the web and consulted the experts, and have come up with what we believe to be the best practices in client management for legal professionals. Here they are: 7 essential strategies for building successful client relationships.

1. Manage expectations

The best way to manage your clients is to manage their expectations, from the get-go. Take the time at your initial meeting to gain a good understanding of a client’s motivation and objectives. Prepare an agreement that sets out your client’s objectives, the scope of your representations and strategy, the steps involved, the estimated timeframe, the fee structure and how they will be kept informed about the status of the matter. If everyone’s on the same page from the outset, there’s a better chance of the relationship flourishing.

2. Communicate effectively

Be transparent and keep communication channels open with your clients. Schedule updates — by phone, email or in person — so you can inform them about progress made in their case, changes to strategy, and upcoming deadlines, court dates or meetings. Provide them with opinions and recommendations in writing, and use plain language to avoid confusion. Also, be clear about the risks inherent in their matter, if any. Above all, be honest, straightforward and responsive.

3. Remain available 

Nothing is more frustrating to a client than feeling ignored. Set aside a specific time every day to take and return phone calls, and let your clients know that you’re available then. Respond to client requests and queries promptly and effectively, and there’s less likelihood of the relationship going sour.

4. Be timely

From your first meeting to the final outcome, manage your time effectively. Use a tickler system and to-do lists to get started, meet deadlines and avoid procrastination. Clients want to see you make the progress you promised at your initial appointment.

5. Deliver value

Do everything within your power to ensure the client has the best possible experience. In addition to nurturing the relationship through effective communication and managed expectations, make sure you give your clients the answers they need, when they need them. Know the applicable law and if there are holes in your expertise, fill them with the necessary research. Your client is looking to you for solutions. 

6. Leverage technology

Having the right technology at your disposal can make managing your client relationships intuitive and stress-free. Accounting and billing software can reduce the headaches associated with docketing and tracking expenses. Recording everything relevant to a matter in one place will make it easier to stay on top of the case and update clients as required. Technology can help you get organized so you can focus more of your time on your clients. 

7. Plan for the short and long term

Knowing where your practice is headed will make you well-positioned to develop long-term relationships with your clients. Evaluate your practice from a business perspective on a regular basis, and establish short- and long-term goals that will help you succeed while delivering the best possible experience to clients. 

Make these strategies part of your regular routine and you’ll be amazed at the difference they’ll make to your practice. Not only will your clients be happier, but you’ll be less stressed and more productive, and generally more satisfied.