Mind Your Manners: Managing Client Expectations with Lawyer Marketing

1. Instruct clients not to stop by without an appointment, and explain that you are happy to meet at a previously scheduled time and place.

2. State that all phone calls will be answered in the order in which they are received, with preference given due to high priority situations. Explain that keeping this policy allows you to focus on doing what you do best: lawyering!

3. Inform potential clients of the days and times when you can be reached. This will encourage clients to refrain from contacting you (or expecting a response) during your personal time.

4. Offer clients access to support staff, and explain how experienced, knowledgeable, and valuable these members of the firm truly are. This will teach clients to be respectful and appreciative when they reach a paralegal or other employee, rather than frustrated or irritated.

5. Clearly state the most efficient form of communication. Offer a time period in which you will respond. This will teach clients to be patient and not call repeatedly while waiting for a response.

The above examples can be modified to fit any law firm policy and incorporated directly into the legal marketing strategy employed by the firm. For more information on how teaching clients proper “manners” can help manage expectations, contact the lawyer marketing experts at Great Legal Marketing. Fill out our online form or call our office at 703-591-9829.