I recently met with a potential new client. She was a software engineer, and she talked like a software engineer. At one point, she asked, “So, what’s your feedback loop?”
I didn’t know exactly what she meant, so I told her I didn’t understand the question.
She said, “What I mean is, how do you keep your client’s informed about their cases?”
This I understood, and here’s how I (more or less) responded:
“That’s a great question, and one people don’t normally ask for some reason. We do a few things to keep our client’s informed about their cases. For example:
- First, we talk with our clients and promptly answer their emails and phone calls.
- Second, we send our clients copies of every document filed with the court. If they have questions about any of these documents, they can always call us.
- Third, and perhaps most important, we send our clients case status update emails (that’s what we call them in the office) twice per month. In these emails tell our clients what has happened over the last two weeks, where things stand now, and what the game plan is for the next two weeks. These emails pretty often lead to follow-up emails and phone calls with our clients about what’s going on, so, really, they’re often the beginning of an ongoing conversation.”
System of Communication
Because attorneys are busy, there has to be a system that creates consistent communication with clients. This is what we’ve tried to create with the regular update emails and forwarded pleadings. We feel it increases trust and improves outcomes for our clients.
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