Client Communication Excellence: Building Trust Through Better Touchpoints

The number one complaint clients have about lawyers isn’t cost, outcomes, or even results. It’s communication.

“My attorney never calls me back.” “I have no idea what’s happening with my case.” “I only hear from them when they need something.”

Sound familiar?

Poor communication doesn’t just frustrate clients—it leads to bar complaints, bad reviews, lost referrals, and unnecessary stress for both you and your clients.

The good news? Communication is completely within your control, and improving it doesn’t require working more hours.

Why Communication Matters

Client Anxiety and the “Black Box” Problem

Legal processes are stressful and confusing for clients:

• They don’t understand the timeline
• They don’t know what’s normal vs. concerning
• They worry their attorney has forgotten them
• They fear asking “dumb questions”

When clients don’t hear from you, they assume the worst. Silence creates anxiety, and anxiety drives bad behavior:

• Excessive phone calls and emails to your office
• Negative online reviews
• Bar complaints
• Refusal to pay invoices
• Lost referrals

The Communication ROI

Firms with strong communication practices report:

• Higher client satisfaction scores (NPS 70+ vs. 30-40 for poor communicators)
• More referrals (satisfied clients refer 3-5 others on average)
• Faster payments (clients pay promptly when they understand value)
• Fewer complaints (90% reduction in bar complaints related to communication)
• Better reviews (4.8+ stars vs. 3.2 for poor communicators)

Bottom line: Good communication is good business.

Communication Principles

1. Manage Expectations From Day One

During intake and consultation:

• Explain your process and typical timeline
• Set realistic outcome expectations
• Define communication cadence (“I’ll update you every two weeks, or sooner if something significant happens”)
• Explain how to reach you and expected response times

In your engagement letter:

• Specify communication methods (email, phone, portal)
• Define what constitutes an emergency
• Set expectations for response times (e.g., “We respond to non-urgent emails within 1 business day”)
• Explain invoicing and billing communication

Pro tip: Under-promise and over-deliver on communication frequency. If you say monthly updates and provide bi-weekly ones, you’re a hero.

2. Proactive > Reactive

Don’t wait for clients to chase you for updates. Proactive communication:

• Reduces client anxiety
• Cuts down on incoming calls and emails
• Demonstrates you’re working on their matter
• Builds trust

Example: After filing a motion, send a quick email: “Just filed the motion for summary judgment. Court typically takes 30-60 days to rule. I’ll reach out the moment we hear anything, and I’ll check in with you in 3 weeks with a status update.”

That takes 90 seconds and saves multiple phone calls from an anxious client.

3. Acknowledge Quickly, Respond Fully Later

When a client emails, acknowledge receipt immediately—even if you don’t have a complete answer yet.

Quick acknowledgment template:

“Got your email. I’m reviewing this and will get back to you with a full response by end of day tomorrow.”

Why it works:

• Client knows you received their message
• Sets expectation for when they’ll hear back
• Stops them from resending or calling repeatedly
• Gives you time to craft a thoughtful response

Modern solution: Automate acknowledgments using your practice management software.

4. Translate Legalese

Clients aren’t lawyers. Explain things in plain English:

❌ Bad: “Opposing counsel filed a Motion to Compel under FRCP 37 due to alleged deficiencies in our interrogatory responses.”

✅ Good: “The other side is asking the judge to force us to provide more detailed answers to their questions. This is routine, and we’ll be filing our response explaining why our answers were appropriate. This shouldn’t delay your case.”

Benefits:

• Clients understand what’s happening
• Reduces follow-up questions
• Builds trust (you’re not hiding behind jargon)
• Empowers clients to make informed decisions

5. Set Boundaries (And Enforce Them)

Being available 24/7 isn’t sustainable or necessary. Set clear boundaries:

Define office hours: “Our office hours are 9 AM - 5 PM, Monday through Friday. We respond to emails and calls during business hours.”

Define true emergencies: “We’re available after hours only for genuine emergencies, such as arrest or court deadlines expiring within 24 hours.”

Use auto-responders: “Thank you for your email. Our office is currently closed. We’ll respond when we reopen at 9 AM Monday.”

Respect your time:

• Don’t respond to emails at midnight (trains clients to expect 24/7 availability)
• Use scheduling tools for calls instead of accepting unscheduled calls
• Batch email responses (check 2-3 times daily, not every 5 minutes)

Clients respect clear boundaries. What they don’t respect is inconsistency.

Communication Cadence and Touchpoints

Intake and Onboarding

Within 5 minutes of inquiry:

• Automated acknowledgment email
• “We received your inquiry and will review it within 1 business day”

Within 24 hours:

• Personal response from attorney or intake coordinator
• Schedule consultation or request additional information

After consultation:

• Same-day thank-you email
• Next steps clearly outlined
• Engagement letter if moving forward

After signing:

• Welcome email with process overview
• Portal access and instructions
• Introduction to team members
• Timeline and what to expect

First week:

• Check-in call or email: “How are you feeling? Any questions?”

Active Matter Updates

Milestone-based:

• After every significant event (filing, hearing, settlement offer, court order)
• Explain what happened and what’s next

Calendar-based:

• Regular updates even when nothing is happening
• Every 2-4 weeks depending on matter type

Example of “nothing to report” update:

“Quick update on your case: We’re still waiting for the court to rule on the motion we filed three weeks ago. This is normal—judges often take 30-60 days. I’ll check in with the clerk next week to see if we can get a status update. In the meantime, no action needed from you. I’ll reach out the moment we hear anything.”

Why this works: Client knows you haven’t forgotten them, and you set expectations for next touchpoint.

Billing and Payment

When invoices are sent:

• Email notification with clear payment instructions
• Highlight any unusual charges or large amounts
• Offer to discuss questions before payment

When payments are received:

• Immediate confirmation
• Thank you message (small touch, big impact)

When payments are late:

• Friendly reminder at 15 days
• Firmer notice at 30 days
• Phone call to discuss at 45 days

When trust balance is low:

• Proactive notification before it runs out
• Request replenishment with clear instructions

Case Closing

When matter closes:

• Final outcome summary
• Next steps (if any)
• How to access files in the future
• Thank client for their business

30 days after closing:

• Check-in: “How are things going?”
• Request testimonial or review (if appropriate)
• Remind of your availability for future needs

6-12 months after closing:

• Stay-in-touch email
• Valuable content related to their legal needs
• Gentle reminder you’re available for referrals

Communication Channels

Email

Best for:

• Non-urgent updates
• Detailed explanations
• Sharing documents
• Confirming decisions

Best practices:

• Clear subject lines (“Update on Smith v. Jones - Motion Filed”)
• Short paragraphs
• Bullet points for easy scanning
• Action items clearly marked
• Professional but warm tone

Phone Calls

Best for:

• Urgent matters
• Complex or sensitive topics
• Delivering bad news
• Building rapport

Best practices:

• Schedule calls when possible (respects both parties’ time)
• Prepare agenda
• Follow up with email recap
• Confirm client understands key points

Text Messages

Best for:

• Quick confirmations
• Appointment reminders
• Time-sensitive updates
• Casual check-ins (for appropriate client relationships)

Cautions:

• May not be secure (avoid confidential details)
• Not appropriate for all clients or matters
• Check bar rules in your jurisdiction
• Get client consent first

Client Portal

Best for:

• Document sharing
• Case status updates
• Secure communication
• Invoice access and payment

Best practices:

• Train clients how to use it
• Send notifications when new items are posted
• Keep information current
• Make it mobile-friendly

Video Calls

Best for:

• Remote consultations
• Complex discussions needing visual aids
• Building rapport with remote clients
• Court appearances (when allowed)

Best practices:

• Use professional platform (Zoom, Microsoft Teams)
• Test tech beforehand
• Professional background
• Record if appropriate (with consent)

Automation and Efficiency

Email Templates

Create templates for common communications:

• Acknowledgment of inquiry
• Consultation scheduling
• Engagement letter cover email
• Status update (nothing new to report)
• Billing reminders
• Request for information
• Matter closing summary

Personalize each one. Templates save time, but robotic emails frustrate clients.

Automated Workflows

Set up automation for:

• Intake acknowledgments (instant)
• Consultation reminders (24 hours before)
• Post-consultation follow-up (same day)
• Onboarding sequence (welcome, portal access, what to expect)
• Milestone-based updates (after specific events)
• Regular check-ins (every 2-4 weeks)
• Billing notifications (invoice sent, payment due, payment received)
• Post-matter nurture (check-ins at 30 days, 6 months, 12 months)

Example workflow:

New client signed engagement letter → Trigger:

1. Day 0: Welcome email + portal access
2. Day 1: “How to prepare” email
3. Day 7: “How are you feeling?” check-in
4. Day 14: First proactive status update
5. Every 14 days thereafter: Regular updates

Saved Replies

Use canned responses for FAQs:

• “How long will my case take?”
• “When will we hear back from the court?”
• “Can I get a copy of my file?”
• “How do I access the portal?”

Gmail: Canned Responses Outlook: Quick Parts Practice management software: Usually has built-in template features

Task Automation

Let software remind you to communicate:

• “Send status update to client” task auto-created every 2 weeks
• “Follow up on payment” task if invoice reaches 15 days past due
• “Check in with client” task at 30 days post-closing

Handling Difficult Conversations

Delivering Bad News

Don’t delay. Clients deserve to know bad news promptly.

Structure:

1. State the fact: “The judge denied our motion.”
2. Explain why: “The court felt we didn’t provide enough evidence on X point.”
3. Discuss implications: “This means we’ll need to proceed to trial instead of getting summary judgment.”
4. Present options: “We can appeal this ruling, move forward to trial, or explore settlement. Here are the pros and cons of each…”
5. Recommend next steps: “Based on my experience, I recommend…”

Stay calm and confident. Clients look to you for guidance during setbacks.

Managing Angry or Difficult Clients

Listen first. Let them vent without interrupting.

Acknowledge feelings: “I understand you’re frustrated. This delay is disappointing.”

Don’t get defensive. Even if criticism is unfair, stay professional.

Focus on solutions: “Here’s what we can do to address this…”

Document everything. Follow up in writing to confirm discussion.

Know when to withdraw. If the relationship is irreparable or client is abusive, follow your state’s procedures for withdrawal.

Explaining Delays

Be honest: “The court is backlogged. Our hearing date got pushed back 60 days.”

Provide context: “This is happening in many cases right now due to judicial vacancies.”

Set new expectations: “Our new hearing date is June 15th. I’ll prepare you for that hearing starting in mid-May.”

Reassure: “This doesn’t harm our case. We’ll be ready.”

Measuring Communication Effectiveness

Track These Metrics

Response time: Average time to respond to client emails/calls

• Target: <4 hours for urgent, <24 hours for routine

Client satisfaction (NPS): “On a scale of 0-10, how likely are you to recommend our firm?”

• Target: 70+ (9s and 10s minus 0-6s)

Review scores: Google, Yelp, Avvo ratings

• Target: 4.5+ stars

Bar complaints: Any communication-related grievances

• Target: Zero

Referral rate: Percentage of clients who refer others

• Target: 30%+

Unprompted check-ins: Percentage of client contacts that are proactive updates (not reactive responses)

• Target: 60%+

Client Feedback

Ask for it regularly:

• Post-matter surveys
• Periodic check-ins during long matters
• Exit interviews for clients who don’t return

Questions to ask:

• How would you rate communication?
• Did you always know what was happening with your case?
• Were we responsive to your questions?
• What could we have done better?

Act on feedback. If multiple clients mention the same issue, fix it.

Communication Training for Your Team

Everyone who touches clients should be trained on:

• Firm communication standards
• Response time expectations
• Tone and professionalism
• Handling difficult conversations
• Using communication tools (templates, portals, etc.)
• Confidentiality and security (what not to say in unsecured channels)

Hold regular training sessions and review example communications as a team.

The 48-Hour Rule

Here’s a simple standard that will put you ahead of 80% of attorneys:

Respond to every client communication within 48 hours, even if it’s just to say “I got your message and I’m working on it.”

That’s it. Do that consistently, and clients will rave about your communication.

Common Communication Mistakes to Avoid

❌ Only communicating when you need something (signatures, payment, information) ❌ Using jargon without explanation ❌ Failing to set expectations upfront ❌ Being inconsistent (responsive sometimes, MIA other times) ❌ Ignoring “small” emails because you’re too busy ❌ Making promises you can’t keep ❌ Copying clients on every internal email (overload) ❌ Never checking in when there’s no news ❌ Forgetting to close the loop on completed tasks

The Bottom Line

Excellent communication is one of the easiest ways to differentiate your firm and delight clients.

It doesn’t require fancy technology or more hours worked. It requires intention, systems, and consistency.

Your clients don’t expect you to be available 24/7. They expect you to:

• Respond within a reasonable time
• Keep them informed
• Explain things clearly
• Treat them with respect

Do that well, and they’ll forgive a lot else. Fail at that, and even great outcomes won’t save the relationship.

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Want to automate client communication without losing the personal touch? Lawmatics makes it easy to set up intelligent workflows, templates, and reminders to keep clients informed and happy. See how it works.