{"id":820,"date":"2020-12-27T11:08:09","date_gmt":"2020-12-27T03:08:09","guid":{"rendered":"https:\/\/insight.thomsonreuters.com.hk\/legal\/?p=820"},"modified":"2023-06-13T08:00:32","modified_gmt":"2023-06-13T00:00:32","slug":"lawyer-and-client-collaboration-the-key-to-client-retention","status":"publish","type":"post","link":"https:\/\/insight.thomsonreuters.com.hk\/legal\/posts\/lawyer-and-client-collaboration-the-key-to-client-retention","title":{"rendered":"Lawyer and Client Collaboration: The Key to Client Retention?"},"content":{"rendered":"\n

Want to know the secret to keeping your clients happy? The answer: lawyer and legal counsel client collaboration. <\/h4>\n\n\n\n

Okay, so it really isn\u2019t a secret, particularly since effective collaboration and communication<\/a> has long been an integral part of the lawyer-client relationship. Nevertheless, it\u2019s important that lawyers not underestimate just how vital it actually is.<\/p>\n\n\n\n

Collaboration = fewer client complaints = happier clients<\/h2>\n\n\n\n

If you want to be a successful law firm, you need to keep your clients happy<\/a> \u2014 and one of the best ways to do that is by collaborating with your clients.<\/p>\n\n\n\n

In fact, effective and continual lawyer-client collaboration and communication can help prevent a wide range of common client complaints.<\/p>\n\n\n\n

Never hear ‘My lawyer is not communicating with me’<\/h3>\n\n\n\n

Regardless of whether it is unreasonable, many clients today expect an almost-immediate response when they contact you. The reality, however, is that you may be in court, at a settlement conference, meeting with other clients, or busy completing any number of important tasks \u2014 but your client doesn\u2019t know this. And if you don\u2019t get back to them right away, they may continue trying to contact you by any means necessary, including a flurry of emails and numerous calls to the firm\u2019s front desk and your phone.<\/p>\n\n\n\n

However, active collaboration can help avoid these communication issues, particularly when paired with certain resources. For example, there are online collaboration tools you can use to communicate with clients \u2014 and they are far more secure than email. So when your client has a question or concern, they know that this online tool is the one place to send you a direct, secure message \u2014 meaning they don\u2019t have to guess the best way to get in touch with you. This keeps the lines of communication open and the client informed.<\/p>\n\n\n\n

RELATED: Law Firm Tech Lessons to Take Away from 2020<\/a><\/p>\n\n\n\n

Never hear ‘My lawyer is not fighting for me’<\/h3>\n\n\n\n

Many clients aren\u2019t very familiar with the inner workings of the legal system or the practice of law \u2014 meaning they don\u2019t necessarily know all of the work being done on their cases behind the scenes.<\/p>\n\n\n\n

A lawyer may spend weeks researching, writing, and fine-tuning a motion or pleading, but the client only sees the final product, so they don\u2019t know the labor put into it. And if the lawyer isn\u2019t making an extra effort to keep the client informed, they may not think the attorney is doing much work on their case. But by keeping the client involved through collaboration and communication, they will have a better understanding of all the work you are doing to protect them and their best interests.<\/p>\n\n\n\n

Clients are more invested than anyone in the outcome of the case, so keep them involved. Not only will this make them happier, but it can also help prevent a whole host of unnecessary and otherwise avoidable problems and complaints down the road.<\/p>\n\n\n\n

What\u2019s more, lawyer and client collaboration can be good for your firm\u2019s bottom line. After all, the better you collaborate and communicate with clients, the more likely they are to recommend your firm to others.<\/p>\n\n\n\n

So how do I collaborate more? Online collaboration tools, that\u2019s how.<\/h2>\n\n\n\n

As mentioned above, there are a number of online tools available that can help you better collaborate and communicate with clients.<\/p>\n\n\n\n

For example, your firm can use online collaboration tools for:<\/p>\n\n\n\n