Communication is a tool that bridges the gap between confusion and clarity. Despite its importance, it’s one of the first things that gets cut out when people are short on time. Whether you are a marketing agency that deals with time-strapped lawyers or a lawyer managing a series of clients, the challenge is balancing the need for communication while appreciating someone else’s time. A reputation for being an effective communicator sets you apart, and improving it is worth your attention.
Listening & How It’s Part of Our System
Effective communication starts with listening. Every interaction with a client is an opportunity to understand their needs and concerns better. When you meet clients, focus on asking them questions and giving them time to express their thoughts. This approach helps gather the information you need to help them and makes the client feel valued and understood.
Listening is more than passive; it involves engaging with the client’s responses and asking follow-up questions. Each time you do this, it demonstrates your commitment to the resolution they hired you to pursue. Practicing active listening is essential, which means listening to understand, not just to respond. (Catch yourself when you begin developing a response in your head while the person is still talking.) This leads to a deeper connection and a better understanding of the client’s needs.
Regular updates are about reassurances as much as they are about passing information. We work with many attorneys, and because they have hourly rates, we know precisely how valuable their time is. You would be hard-pressed to find an attorney incapable of writing a blog or making a social media post. However, that doesn’t mean they should. One reason we exist is that an attorney will make more money working with clients than they would do their marketing—despite both being necessary.
Because we know how valuable their time is, we created quarterly content interviews (QCIs). They balance the need for communication with our clients’ time. We owe you efficiency. We’ve devised a system where we can talk to clients for 30-45 minutes and then generate three months’ content for them. We achieve this through content multiplication [LINK TO BLOG 3]. These interviews are a means of making custom content while respecting their time.
One Option for Attorneys
Though QCIs are not directly applicable to you, the concept behind them is. Take advantage of client portals that offer secure and instant access to case documents and status updates. These tools streamline communication and provide a central hub for interactions.
Set clear communication protocols right from the start. During your initial meeting with clients, outline how and when you will communicate with them. This sets expectations and helps in managing their anticipation throughout the legal process. Clear guidelines on communication practices show professionalism and help establish a structured approach to case management. It’s important to remind clients of your communication policies regularly so they know when and how you will reach out. Let them know the typical response times and the best ways to reach you while working together.
Building Relationships Through Communication
Effective communication is not just about exchanging information; it’s about building relationships and trust. In a service-based industry, your reputation is built on credibility and experience. Developing trust from the onset is paramount. By implementing thoughtful communication strategies, you ensure your clients are well-informed and comfortable as their case progresses.
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