Clients rarely complain about the law. They complain about silence. Firms of every size, from a solo practice to a large office, keep clients satisfied with a routine: record every contact and set a date for the next one.
What to record
- The date, the client and the matter.
- How you made contact: call, email, text, meeting or letter.
- A short summary of what was said or sent.
- What happens next, and the date of the next follow-up.
Set a rhythm
Even when nothing is happening in a case, a short update every few weeks tells clients their matter has not been forgotten. Counsel decides what is said about the case; staff make sure the update goes out.
Return every call
Log missed calls too, and return them the same day or the next business day, even if it is only to say when the attorney will call.
Our client contact log keeps every contact and shows whose follow-up is due.
Litigation support is performed at the direction of a licensed attorney. Legal advice to clients comes from the attorney.
This article is general information, not legal, tax or regulatory advice. Rules change; confirm current requirements with the responsible agency or a licensed professional.
