Imagine being in a doctor’s office. You’re taken back to an exam room, and the doctor walks in, picks up a syringe, wipes your arm, and gives you a shot. He then gives you a list of instructions to follow and walks out the door. I do not know about you, but I would feel confused, upset, and angry. I’d walk out that door as fast as possible and never come back.

No one likes going into something blind. We are more comfortable and confident when we know what to expect. This is especially true for our clients who are dealing with difficult, unfamiliar situations and have reached out to you and your firm for help.

Preparing your clients so they know what will happen at each step and remaining transparent with them throughout the legal process is essential. This means setting realistic expectations and communicating effectively from the very beginning until the very end. By doing this, your firm can convey the complexities of the legal process, potential challenges, and the probable timeline in a way that clients can understand. This helps clients feel informed and empowered throughout the legal journey, reducing the likelihood of disappointment or frustration later.

In this blog, we will delve deeper into the art of setting client expectations. We will explore the importance of clear communication, strategies for effective expectation management, and the crucial role that these elements play in fostering positive client relationships. We aim to provide you with valuable insights and practical tips that will empower you and your firm to set client expectations successfully, ensuring a smoother journey for both your clients and your team through the complex legal landscape.

Building Trust and Confidence

When someone gets hurt in an accident, they might feel anxious, scared, and unsure about what to do next. It is essential to talk to them in a way that makes them feel comfortable and understood. This helps build trust between you and the client. By actively listening and showing empathy, you can establish a stronger connection with your clients. This will help them feel more confident in your abilities to handle their case effectively.

Communication is Key

Effective communication is a cornerstone of building trust and confidence with your clients. While demonstrating legal expertise is crucial, it’s also important to communicate complex legal processes and concepts in a manner that your clients can grasp. Use language that is straightforward and uncomplicated, avoiding legal jargon whenever possible. This helps clients understand the process and the steps involved, reinforcing their trust in your capabilities.

Underpinning the effectiveness of communication is the principle of dialogue – a two-way exchange of ideas and information. This isn’t just about conveying your expertise and explaining the legal process, but also about listening to your clients. Understanding their concerns, fears, and hopes can empower you to better serve their needs, and assure them that their voices are heard and valued. Regular updates, feedback sessions, and open channels of communication are essential elements of this process. This way, clients are not merely spectators but active participants in their legal journey, which can greatly enhance their trust in your services.

When clients trust you, they are more likely to let you help them with their legal case. Transparent, empathetic communication forms the bedrock of trust. Clients who feel heard, understood, and well-informed are more likely to refer their friends and family to you in the event they need an attorney and will also leave you a raving review!

Mitigating Anxiety

Personal injury cases can be emotionally charged and overwhelming. Your clients have likely experienced a scary, traumatic event and potentially suffered serious losses and damages. You should be intentional about making efforts to alleviate client anxiety by informing them about case progress and the next steps. This allows them space to work through their emotions effectively. Consider key elements like:

• Collaborative problem-solving: Well-informed clients are experts on their own lived experience, and empowering clients throughout the case journey creates an environment of transparency and open communication. Attorneys can empower clients by viewing them as partners in resolving their own cases.
• Enhancing case outcomes: Well-informed and engaged clients are assets to their cases. Clients who understand their situation, the strengths and weaknesses of their claims, and their role in the process are more likely to cooperate fully. This can significantly influence the case’s trajectory and ultimate success.
• Creating a supportive environment: By demonstrating empathy and understanding for their situation, attorneys can create a supportive environment for their clients. This includes taking the time to explain legal terms and processes, answering questions promptly, and offering reassurance when needed. This helps to reduce anxiety and instills confidence in clients about the management of their case.
• Fostering long-term relationships: Keeping clients informed and engaged throughout the legal process not only benefits the case at hand but also lays the foundation for a long-term relationship. Satisfied clients are more likely to turn to you for future legal needs and refer others to your firm, helping to build a reputation of trust and credibility for your practice.

Keys to a Successful Client Relationship

In order to foster a successful client relationship, a few key principles are paramount. These principles not only guide your interactions but also shape the overall client experience. A thriving attorney-client relationship is predicated upon mutual trust and respect, which is cultivated over time and through consistent, positive interactions. Here are the fundamental elements integral to establishing and maintaining successful client relationships.

• Timely and regular contact: Consistency is the key. Provide clear contact information and respond promptly to their questions/calls. Secure client portals or other communication platforms can update clients seamlessly with little to no effort by the legal team. A brief update can go a long way, even when there are no significant changes in their case.
• Under promise/over deliver: Client expectations are critical. When you overpromise and underdeliver, it can erode trust and damage your reputation. Taking the time to explain the legal process and potential outcomes can manage client expectations effectively.
• Empower clients with knowledge: Explain legal terminology, the steps taken in a personal injury case, and the potential obstacles they may encounter. An educated client is better equipped to make informed decisions when the time comes. A benefit to empowering clients is that by laying a good foundation, a client can understand their case and contact the attorney less frequently!
• Confirm the next steps in writing: Provide a document outlining Our Responsibilities and Client Responsibilities. (See examples below). This process could be automated and sent by text or email.
• Answer all questions: For the client, no question is too small or insignificant. Take the time to listen and repeat the information back to them to confirm the details.
• Active Listening: Listen to understand – Show genuine empathy and compassion when talking with the client about their experience. Pay close attention to what your client is saying and repeat what you have heard to ensure you understand their perspective. Acknowledging suffering and expressing concern for their well-being makes them feel heard.
• Documentation: Document ALL client interactions, including phone calls, texts, emails, meetings, and any correspondence. This will provide a history of communication in case of disputes. Accurate record-keeping is essential.
• Respect cultural differences: When working with clients from diverse backgrounds, it is essential to be sensitive to their unique experiences and adapt your approach accordingly. Recognizing and respecting cultural differences can help you build stronger relationships with your clients and communicate more effectively.
• Seek feedback: Encourage the clients to provide feedback on your communication and case management processes. Their input can provide precious insights into where improvement is needed. Performing a series of reviews during the case’s life is an opportunity to make things right if the client expresses an unpleasant experience.

Example of Our Responsibilities:

• We will maintain regular contact with you regarding your case, providing updates and explaining developments in a clear and concise manner.
• We will represent your interests to the best of our abilities, advocating for you throughout the legal process.
• We will keep all of your information strictly confidential, in line with legal and ethical obligations.
• We will return your calls and respond to your emails in a timely manner. You should never feel in the dark about your case.
• We will consider your input and feedback at all stages of the legal process, always respecting your perspective and decisions.
• We will explain complex legal terms and processes in a way that you can easily understand, ensuring you are informed at every stage.
• We will document all interactions and correspondence pertaining to your case and make this information available to you upon request.
• We are committed to continuous learning and improvement based on your feedback and evolving industry best practices.

An Example of Client’s Responsibilities:

• Keep all doctor appointments, and if unable to, reschedule immediately.
• Do not post anything about your accident/case on social media.
• Do not speak with the insurance company about anything except property damage if your attorney is not helping you with that matter.
• Please keep us informed of any new treatment providers.
• Keep us informed of changes to your injury and/or treatment status.
• Let us know if there are any health insurance changes.
• Do not hesitate to call if you have any questions.
• If you are happy with our service, tell your friends and family!

What It Looks Like When Things Go Right

Let’s illustrate the principles outlined above with a practical example. This example will highlight the importance of clear communication, trust-building, and expectation management in the attorney-client relationship, showcasing what can happen when things go right.

Case Background: A client was involved in a car crash that resulted in severe injuries. The client was anxious and unsure about the legal process, potential compensation, and the timeline for resolution.

• Initial Meeting: During the initial meeting, the attorney and their team actively listened to the client’s concerns and empathized with their situation. The attorney explained the legal process, potential timelines, and potential outcomes. They explained that personal injury cases can be complex and time-consuming. They also discussed potential challenges, such as dealing with insurance companies and gathering evidence. Appropriate expectations were set, the legal team was introduced, and the client left feeling comfortable and confident in their choice.
• Regular Updates: The case manager and attorney provided regular, proactive updates to the client about the progress of their case. Too, the team consistently relayed to the client that they can reach out at any time if they have any questions or concerns. This helped to build trust and kept the client informed.
• Outcome: After several months of negotiation, the attorney was able to secure a favorable settlement for the client. The client was satisfied with the outcome, as it was in line with the expectations set by the attorney at the beginning of the process. In this case, managing client expectations effectively helped build trust and alleviate fears, leading to a successful outcome.

In the realm of personal injury law, one thing is clear: Client communication and setting expectations is not just a skill or a task; it is the lifeblood of your practice! By following these fundamentals, you can build stronger relationships with your clients, effectively manage their expectations, and ultimately achieve better outcomes for them. Every client interaction is an opportunity to build trust, educate, and empower your clients while furthering the interests of justice. Keep these principles in mind, and you will see a positive impact on your practice’s success!