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Aligning client expectations with law firm capabilities
Blog //23-08-2023

Aligning client expectations with law firm capabilities

Clients are no longer content with just receiving legal advice and representation; they seek personalised, value-driven services with transparent pricing and faster turnaround times. To meet these changing demands, law firms must make sure their firm can align client wishes with their capabilities. In this article, we will delve into strategies that law firms can adopt to ensure they meet and exceed client wishes.

Know what the client knows

Invest in industry knowledge. Firms should encourage their lawyers to stay in tune with industry trends, business models, and market challenges. Specialised training sessions and workshops can enhance lawyers' understanding of various industries and help them become more valuable advisors to their clients.

Collaborating with clients shows firms are keen to understand the client more. Law firms must establish open lines of communication with their clients to foster collaboration and exchange of ideas. Regular meetings and discussions can help lawyers gain insights into their clients' businesses and anticipate their legal needs effectively.

Satisfaction is key

Regularly evaluating internal processes and identifying bottlenecks will lead to increased efficiency, and clients will gain trust in their firm from seeing regular improvements and ensuring timely completion of tasks.

Establish clear and frequent communication channels with clients to keep them informed about case progress, potential roadblocks, and any changes in strategies. Making sure the client has the ability to check the progress of their case and get in touch with the team goes a long way to solidify their confidence in the case and firm.

Staying ahead of the game

Technology is the cornerstone of aligning the clients wishes with the firms’ capabilities, not only can it help keep the firm up to date with client business, and keep the client satisfied but the right solutions can improve workflow, efficiency and grow the firm while creating and keeping loyal clients.

Creating secure client portals grants clients real-time access to important information, such as case updates, billing details, and communications. This level of transparency not only fosters trust but also reduces the need for frequent status update calls, saving time for both clients and lawyers. Portals keep clients up to date conveniently with a centralised platform they can access anywhere anytime, removing the need for regular meetings and calls, while presenting the image of an efficient, effective, and engaged legal team.

Provide an always-on, participation-friendly service

Clients can review documents, provide feedback, and collaborate with their legal team, fostering a sense of involvement in the decision-making process. Maintaining historical case data, allows clients to refer to past updates and documents whenever needed. This feature facilitates continuity and helps clients understand the progression of their cases over time.

By leveraging document automation tools, law firms can streamline the process of producing standardised legal documents. Dedicating more time to complex tasks and delivering higher-value services to clients. With a high level of accuracy and consistency while providing faster turnaround times firms can provide a more efficient service for clients and will have more time to provide the clients with a hands-on approach.

Increasing transparency through these tools, by providing clients with insight into the process and allowing the clients to review and provide feedback on the case will also ensure that their interests and preferences are accurately reflected.

The legal market is continuously evolving, and clients' expectations are driving this change. Law firms that recognise the importance of aligning their capabilities with client wishes are better positioned to succeed in this dynamic landscape. By investing in technology, understanding clients' businesses deeply, and emphasising efficiency, law firms can provide a personalised, transparent, and value-driven service. Embracing change and adapting to clients' expectations not only leads to client satisfaction but also helps law firms stay competitive and thrive in the ever-changing legal market.

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