By Julie Bays, OBA Management Assistance Program Director

Lawyers often think about client communication as something that begins after the lawyer is hired. But for a prospective client, it begins with the first telephone call to the office.

People looking for a lawyer frequently call several law offices. If they reach voicemail, an automated menu or a phone that simply rings, they may not leave a message. They may just call the next lawyer on their list. The first office where they reach a helpful live person often has a significant advantage, and the other lawyers may never know they lost a potential client.

Once someone becomes a client, communication takes on even greater importance. Every year, around 40% of the OBA’s formal grievances against lawyers involve allegations of neglect. Some involve a genuine failure to act, but many are caused or made worse by poor communication. When clients cannot get a return call or learn what is happening, silence can easily be mistaken for neglect.

Rule 1.4 of the Oklahoma Rules of Professional Conduct requires lawyers to keep clients reasonably informed, promptly comply with reasonable requests for information and explain matters sufficiently for clients to make informed decisions. Even when there is no real news, a short update can help: Nothing has changed, this is what we are waiting for, and this is when you can expect to hear from us again.

Take a few minutes to consider communication from both perspectives. What happens when a prospective client calls your office? Once someone hires you, do they know how and when they will receive updates? Simple communication systems can improve the client experience, preserve trust and support the delivery of quality legal services.

For more practical suggestions, see Attorney at Work’s Client Communications Checklist for Law Firms.