Emma Rose Mastroianni
May 22, 2024

Are you leaving a positive impact on your clients?

In the legal profession, every interaction with a client presents an opportunity to make a lasting positive impression. Happy clients are not only more likely to return but also contribute to the success and growth of a firm. But how can lawyers ensure they leave a positive impact on their clients?

Effective communication

Communication lies at the heart of every successful client relationship. It’s the foundation that trust, understanding, and satisfaction are built, and so it is necessary to consider how you engage with your clients, and what technology you can employ to facilitate clear and effective communication channels.

Leveraging technology

Leveraging technology can significantly enhance communication, making it more transparent, concise, and effective. There are various types of technology that can be implemented to support your firm in this endeavour. Customer relationship management (CRM) software can streamline communication by centralising client information, artificial intelligence (AI) chatbots on your website can provide immediate responses to common queries and document management systems allow for seamless sharing and collaboration on legal documents, reducing delays and improving accuracy in communication.

Client preferences

When considering the most effective way to communicate with clients, a recent survey sheds light on their preferences. Telephone remains the most popular channel of communication among lawyers, which aligns with the client preferences revealed in the survey. The age of your client also plays a role in communication preferences. Older clients tend to favour in-person meetings over electronic communication methods like emails or text messages, while younger generations are more likely to prefer emails to in-person meetings. Across all age groups, however, a call or an email is preferred over a text message. Understanding these preferences allows legal professionals to tailor their communication strategies effectively.

The impact of technological proficiency on client impressions

A recent report from InfoTrack US has found that that being technologically proficient is the best way to impress your clients, interestingly, over and above your legal expertise. This emphasis on technological proficiency underscores a fundamental shift in client expectations, where the ability to leverage innovative tools and platforms is valued as highly as traditional legal knowledge. Legal professionals who embrace this technological evolution demonstrate adaptability and a commitment to meeting the evolving needs of their clients, positioning themselves as trusted partners in navigating today’s complex legal landscape.

The Tech and the Law Report 2023 found that 65% of legal professionals are aiming to accelerate their digital transformation, and 64% of legal professionals said their firm’s investment in technology will increase in the next 12 months. This is a good sign, based on the findings of the InfoTrack US report, as it not only demonstrates that lawyers are already working towards outcomes that will impress their clients, but that the findings of the InfoTrack US report are relevant to Australian practitioners too. As are the results from a recent Actionstep report, that has found that 54% of firms surveyed recognise that technology is crucial for client satisfaction. These statistics not only underscore the growing recognition of technology’s impact but also emphasise its integral role in shaping client perceptions and satisfaction within the legal industry.

Expediting your matters

Clients benefit significantly when their legal representative possesses high technological competence, as it often leads to a swifter resolution of their legal matters. Research indicates that 39% of respondents, whose lawyers demonstrated advanced tech skills, reported their cases concluded more promptly than anticipated. In contrast, cases handled by lawyers lacking in technological proficiency were almost three times more likely to remain unresolved. While advanced tech skills may not guarantee faster resolutions, practitioners with better technological acumen are more adept at meeting or even surpassing their clients’ expected timeframes. This underscores the critical role that technological proficiency plays in expediting legal processes and enhancing overall client satisfaction.

Pioneering change and enhancing experiences

Effective communication, leveraging technology, understanding client preferences, and possessing technological proficiency are all vital components in achieving this goal. By embracing these principles, legal professionals can foster stronger client relationships, enhance satisfaction, and ultimately contribute to the success and growth of their firms. By prioritising technological advancement and proficiency, legal professionals can adapt to the evolving needs of their clients and position themselves as trusted partners in navigating the complexities of today’s legal landscape.