Authors: #Dana Riel and #David Michael
(3-minute read)
Here’s a question: What is the most frequent type of complaint filed against lawyers?
(A) Mishandling trust funds.
(B) Lack of communication.
(C) Fee disputes.
The Correct answer is: (B) Lack of Communication. According to an article by Shannon Fleming of the Florida State Bar Association [1], “The number one complaint is ‘lack of communication’.”.
Lawyers should strive to always have the last word.
What is the best way to communicate? Here are some suggestions for the best practices at your firm:
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- Implement a system for regular matter UPDATES. Did you get an email? Reply. Were you copied on a motion or pleading or some other communication? Send an acknowledgement and copy your client. In every way, by phone, or email, or letter, reply in kind. Record this date and time of each response in your matter management system.
- Meet with your staff and communicate CLEAR communication methods and deadlines. Some areas of law warrant a particular response type, but all of them should manage expectations – for example, responding within 2 business days to all forms of inquiry.
- Include the SCOPE of representation in your firm’s engagement letters, this too will establish expectations. If you are particularly flooded, include in the engagement agreement that you will not communicate until there is a specific deadline or obligation to prepare for.
- Maintain DETAILED records of all matter communications, stored at the matter level. Note records outlining phone calls, document records for correspondence, and email replies should all be linked to each matter. This will provide a complete chronology of your responsiveness.
- Implement a client FEEDBACK system. This is easy to do with a simple survey, or a form on your webpage. For a more detailed response, include a free coffee gift card as an incentive.
The bottom line – a Lawyer has the most power in the relationship: Always strive to set the tone, define objectives and processes and, by all means, Have the Last Word.
Our suggestions here are easy to list but implementing them can be a challenge. Crosspointe Consulting Group has the knowledge, experience, tools, and resources to assist you in in your efforts to communicate your expertise, strategically and in a timely manner. Contact Dana Riel or David Michael for a free introductory call.
See also:
- Proactive Management Based (Self) Regulation
- More posts from Dana Riel
- More posts from David Michael
[1] Fleming, Shannon, “Complaints Against Lawyers Decline”, The Florida Bar News, March 1, 2004.
Crosspointe Consulting Group is a technology consulting firm specializing in software and related technology solutions for law firms, professional service firms, nonprofits, and small businesses. The firm’s founding partners have consulted in the software and technology fields for over 30 years, and focus their services on commercial software products for the industries cited above.
Crosspointe adds value to every project we undertake for our clients, through integration of the right combination of products and features, to deliver the appropriate solution.