The Importance of Communication in Personal Injury Law Firm-Client Relationships

A solid personal injury case requires a strong relationship between you and your attorney. This can only happen if you can communicate effectively. Many lawyers need help to provide their clients with a clear understanding of their cases. This can be due to several reasons. 

Texting

Providing clients the option of communicating via text is a simple way to improve client service. Clients often have their phones with them at all times and are more likely to open a text message than immediately scan an email. However, the use of text messaging with clients should be done carefully. Lawyers must communicate with their clients about how they will communicate via text, including when appropriate (e.g., confirming a meeting time). A personal injury law firm Houston, TX should also consider leveraging legal texting tools that provide document sharing and archiving to help ensure client communications are documented and logged correctly.

Emails

While email marketing is essential for personal injury firms, it’s also a vital tool for many other practice areas. The nuance of digital marketing varies by practice area. For example, a criminal law firm may want to appear empathetic and apologetic in its emails, but an estate planning or family law firm might have different goals. Regardless of practice area, however, client communication is essential. For instance, updating clients frequently about their cases can eliminate the need for them to call the office with questions. Also, avoiding legal jargon in all communications is critical. Using plain language will make clients feel informed and cared for. The same goes for following up on calls or meetings with a short, reiterating email with supplemental case info and the next steps.

Phone Calls

An excellent personal injury law firm knows that answering the phone is critical. Whether clients call the office or contact a lawyer directly, they expect courteous, respectful treatment and timely responses. Suppose a firm can’t answer the phone during business hours. In that case, it’s essential to hire a virtual receptionist service to help manage client calls and provide a high-quality experience for everyone involved. Clients are anxious when dealing with legal matters and need reassurance that their attorney will listen and answer their questions promptly. Lawyers can improve their listening skills by taking note of their clients’ non-verbal cues to convey emotions and avoid interruptions. Clients also want to feel that their firm is keeping them updated on their case status and that they are being supported every step of the way. Personal injury attorneys can do this by providing access to a client portal to view their current and past invoices and track their cases’ progress.

Face-to-Face Meetings

Meeting face-to-face can make all the difference when a client’s case requires excellent personal attention. This allows attorneys to interpret non-verbal cues that can help them understand how engaged a client is in their case and how to move the matter best forward. A comprehensive personal injury intake form that asks vital questions can help attorneys better understand a client’s situation, resulting in more substantial legal outcomes and higher client satisfaction. In addition, technology like videoconferencing applications can provide law firms with an efficient alternative to in-person meetings. When an attorney cannot meet with a client, they should always send a professional letter that outlines the purpose of the meeting and provides supplemental information for next steps. This shows that the attorney has taken the time to care about their client and that they’re genuinely interested in their case. Additionally, this ensures that all relevant information is documented and that no communication gaps occur.