Client service in a remote environment for small law firms

In many ways, independent lawyers have led the industry in terms of modern technology adoption and new business models. Long before the pandemic, small law firms had already become experts at cloud computing and remote work. Through it all, these lawyers have learned to prioritize client service in a remote environment.

Still, there is always room for improvement. Here’s some of what we have learned during 2020 and 2021 that will help elevate client service going forward:

Technology doesn’t replace the human touch

Even when your client and staff meetings occur through a computer screen, you must maintain your interpersonal skills. While you lose some visual and non-verbal cues online, you can still show your clients how much you value them with strong communication practices, such as:

  • Looking directly at the camera during video calls. For the person on the other end, that’s the equivalent of looking them in the eye.
  • Maintaining that “eye” contact while the other person speaks to show that you’re listening.
  • Use head nods, smiles and other gestures to indicate that you are listening actively.
  • Turn off your phone and close other browser windows to help you stay focused on the call.
  • Pausing often to allow the other person to interject, and actively asking others to provide input.
  • Using the chat feature in larger groups to encourage questions and comments.

Finally, for some clients, a traditional phone call might work better than a video call. Ask your clients how they prefer to meet and to communicate, and then respect their choice. Their comfort and convenience matters more than yours, and respecting their personal styles will help develop a stronger rapport.

Collaborative tools

Again, you have likely used customer relationship management (CRM) or practice management software for years, but consider how you can make it work for you. Using collaborative tools for document sharing and communication can help you deliver top-notch service in an efficient and client-friendly way.

Using your practice management system as a client portal can simplify the process and help your client feel more aware of progress. Attorney at Work advises:

“Adding a cloud-based client portal option to your firm’s suite of practice tools gives you greater flexibility when working from home, on the road, or even at the courthouse or handling a transaction. You can engage with your client in an online environment with electronic security measures that meet industry standards, well beyond an unsecured email or text message. Best of all, you can enjoy the benefits of a client portal without needing additional technology skills.” 

The benefits of a portal include improved client communication, better security, built-in marketing features and a way to elevate your firm’s brand as modern and technology-savvy

Follow up

Client communication should take center stage in all of your firm’s processes. Keep in touch regularly, and always follow up after a client meeting.

Effective follow-up includes:

  • Updates on progress
  • Written summary of meetings, sent immediately after a call or meeting
  • Opportunities for the client to ask questions, either in person or electronically
  • Sharing additional useful information, such as a quarterly e-newsletter with helpful legal tips

The more touchpoints you can have with your clients, the more they will feel the value for their dollar. These opportunities for two-way communication also keep your firm top-of-mind for potential referrals.

Always keep your client’s perspective in mind when developing any communication piece. Where is the value for them? While strong and frequent client communication can boost your referral and marketing efforts, never treat it as a sales pitch or talk at your clients.

Know when to meet in person

Now that pandemic restrictions have begun to lift, in-person meetings and interactions will become more common. While not every conversation needs to happen in person, face-to-face exchanges can go a long way toward building (or repairing) rapport.

Pay close attention to your clients and follow your gut. You know when someone needs some undivided attention and white-glove service.

In addition, keep in mind your opportunities to connect with other lawyers and law firms. Maintaining a strong network will support excellent client service because it provides chances to collaborate, share ideas and to stay in touch with current happenings in the industry and business. Your network can serve as one of your best client-service tools, if handled properly.

Building a successful small law firm takes commitment and the right resources. If you run a law firm in Las Vegas or Denver, reach out to us. Our affordable lawyer shared office settings in both cities can help you take your firm to the next level.