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mode of communication with law firm clients

Initial Client Contact

Determine the preferred method of communication (email, phone, in-person).

Schedule a preliminary consultation to discuss client needs.

Confirm appointment details via the chosen communication method.

Provide information on what the client should prepare for the meeting.

Ongoing Communication

Establish a regular update schedule (weekly, bi-weekly, monthly).

Use secure communication tools for sharing sensitive documents.

Maintain clear and concise communication to avoid misunderstandings.

Document all communications for future reference.

Client Inquiries

Respond to client inquiries within a specific timeframe (e.g., 24-48 hours).

Use a standard template for common questions to ensure consistency.

Encourage clients to reach out with questions or concerns at any time.

Provide multiple communication options (phone, email, client portal).

Document Sharing

Utilize secure file-sharing platforms for sensitive documents.

Set guidelines for naming and organizing shared files for easy access.

Confirm receipt of important documents with clients promptly.

Ensure clients understand how to use the document-sharing system.

Feedback and Follow-Up

Schedule regular check-ins to gather client feedback.

Use surveys or formal feedback forms to assess client satisfaction.

Discuss any areas for improvement in communication practices.

Follow up after case completion to maintain ongoing relationship.

Conflict Resolution

Establish a clear process for addressing client complaints or concerns.

Designate a point of contact for conflict resolution.

Communicate the steps the firm will take to resolve issues.

Keep clients informed throughout the resolution process.

Final Communication

Summarize the case outcome and next steps for the client.

Provide information on any ongoing obligations or follow-up actions.

Thank the client for their business and encourage future contact.

Request a testimonial or referral if appropriate.

This checklist can help law firms ensure effective and organized communication with their clients throughout the duration of their legal matters.

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