20.3 - Client-Communication-Standards
20.3 - Client-Communication-Standards
Hey guys,
Effective communication is arguably the most critical factor in client satisfaction (after achieving a good legal outcome!). This note is where we define the specific standards for how we ideally communicate with our 20.1 - Ideal Client-Profile throughout their Lifecycle.
Purpose:
- To establish clear, consistent guidelines for all client communication.
- To ensure clients feel informed, valued, and understood.
- To minimize misunderstandings and manage expectations proactively.
How to Use This Note:
- Brainstorm Standards: Use the prompts below to think about best practices for different aspects of communication.
- Discuss & Agree: Refine these standards together in the linked Discord channel. What feels right and achievable for us?
- Document: Finalize the agreed standards here for easy reference.
Defining Our Communication Standards
Let's agree on our approach for each area:
| Communication Aspect | Key Questions / Standards to Define |
|---|---|
| Proactive Updates | How often should we proactively update clients on active matters, even if there's no major news? (e.g., Standard check-in every X weeks?) What triggers an immediate update? |
| Responsiveness | What's our target timeframe for responding to client emails and phone calls (during business hours)? How do we manage expectations if the responsible lawyer is unavailable? |
| Clarity & Tone | How do we ensure our communication (written and verbal) is clear, avoids unnecessary jargon, and maintains a professional yet warm/empathetic tone? |
| Preferred Channels | What are our primary methods for official communication vs. quick updates? (e.g., Formal letters/emails for key advice, phone calls for discussion, acknowledging emails promptly). How do we align with client preferences? |
| Meeting Communication | Standards for preparing for, conducting, and following up on client meetings (agendas, summaries, action points)? |
| Who Communicates What | Clear guidelines on what information support staff (like Leon in his admin role) can provide vs. what requires direct lawyer (Claudia/Yi Xie) communication? |
| Handling Difficult News | Our approach to delivering potentially bad news or discussing challenging aspects of a case clearly and compassionately? |
➡️ Let's discuss and set our communication standards in Discord: #[Link to Channel #20-3-client-communication-standards]
(Placeholder for Final Communication Standards)
Our Agreed Client Communication Standards:
- Proactive Updates: [Frequency, Triggers]
- Responsiveness: [Target Timeframes, Handling Absence]
- Clarity & Tone: [Guidelines, Jargon Avoidance]
- Channels: [Primary Methods, Client Preference Handling]
- Meetings: [Prep, Conduct, Follow-up Standards]
- Role Clarity: [Staff vs. Lawyer Communication Guidelines]
- Difficult News: [Approach]
These standards will guide our daily interactions and be a key part of training for everyone in the firm.