Keep Clients Happy By Keeping Them in the Loop

PRLog (Press Release) - Nov 11, 2009 -
MALIBU, CALIF.--In their eagerness to maintain their credibility as effective problem-solvers for their clients, lawyers frequently fail to inform clients of problems in an appropriate, timely and effective manner. This inevitably leads to a double headache for the attorney--trying to appease an unpleasantly surprised client while trying to resolve the original problem, says Dr. Noelle Nelson, trial consultant and author of  the booklet, "101 Winning Tips: How to Give a Good Deposition & Testify Well in Court."

   "Every case has its problems; some can be anticipated, others cannot," notes Nelson. "Most clients want to be informed about the troublesome aspects of their case." Client-satisfaction surveys consistently show that a major client complaint is that lawyers do not inform them about case problems until problems are so big they can no longer be ignored. Clients become frustrated with lawyers who try to minimize problems and overestimate their ability to deal with issues quickly.

   "Clients dislike surprises, especially unpleasant ones," says Nelson, author of "Connecting with Your Client" (American Bar Association). "This holds true for small surprises, such as finding out at the last minute that a meeting was rescheduled, or large surprises, such as suddenly realizing that the worst possible jury has just been impaneled for their trial."

   The solution? Nelson suggests diminishing the surprise factor by informing clients of potential problems as soon they arise. "Be upfront with your clients," she advises. "By keeping them in the loop, you eliminate a major client sore point--lack of proper client communication.” She also recommends:

   --be realistic about the nature of a problem and your ability to resolve it. Don't lead the client to believe that a problem is insignificant when it is actually very important to the case.

   --Present a problem without losing client confidence. Keep your tone neutral, concerned and sincere. This level of emotion conveys to clients that there is something serious that needs addressing but it will not increase client anxiety.

   --Fulfill communication agreements. Maintain regular communication with your client--whether undertaken by you or your support staff. A good communication system reassures clients that a potential problem is getting your full attention.

   For more trial tips, go to Nelson's blog, "A Winning Tip," http://awinningtip.blogspot.com/

Contact:
Diane Rumbaugh
Rumbaugh Public Relations
805-493-2877
diane@rumbaughpublicrelations.com