In the dynamic and ever-evolving field of law, establishing and maintaining a strong relationship between clients and law firms is crucial. As legal needs become increasingly complex, clients have come to rely on law firms not only for their expertise but also for their ability to provide personalised, efficient, and effective legal advice and solutions.

With an array of law firms available in all practice areas, each claiming to offer the best services, it is essential to delve into the factors that discerning clients prioritise when selecting a law firm.

Legal Practice Support aim to explore the fundamental considerations that clients in the legal landscape look for when choosing a law firm.

The legal landscape has undergone significant transformations in recent years, influenced by evolving client expectations, advancements in technology, and shifts in the socioeconomic climate. We explore how these factors have shaped the preferences and expectations of clients, paving the way for law firms to adapt and excel in the ever-competitive legal industry.

What do clients look for in a law firm?

Clients have diverse expectations and priorities when selecting a law firm. Whist individual preferences may vary, several key factors consistently shape clients’ choices. Listed below are some crucial aspects that clients commonly consider:

• Expertise: Clients seek law firms with a strong track record of expertise and specialisation in their desired practice areas. They value fee earners who possess in-depth knowledge, relevant experience, and a proven record of success in handling cases similar to their own.
• Reputation and credibility: Clients place significant emphasis on a law firm’s reputation and credibility. Positive word-of-mouth, referrals, client testimonials, and recognition within the legal community contribute to building trust and instilling confidence in potential clients.
• Communication and responsiveness: Effective communication and great customer service is vital in the client-lawyer relationship. Clients expect prompt and clear communication from their law firms. Responsiveness to enquiries, updates on case progress, and accessibility to lawyers who actively listen to their concerns are crucial elements that clients value.
• Cost-effectiveness and transparency: Clients seek law firms that offer transparent and fair fee structures, demonstrating a commitment to cost-effectiveness. Providing customers with clear estimates, hourly rate breakdowns, and cost management strategies helps foster trust and ensures alignment between the customer’s budget and legal services.
• Personalised approach: Clients appreciate law firms that take a personalised approach to their legal matters. Tailoring legal strategies, providing individual attention, and understanding each client’s unique circumstances demonstrate a commitment to a client focused service.
• Success Rate: Demonstrating a successful track record and a high success rate in achieving favorable outcomes is crucial for clients. They look for law firms with a history of achieving positive results , which serves as an indicator of the firm’s capabilities.
• Technological competence: In an increasingly digital age, clients expect law firms to leverage legal technology for efficient case management, secure data handling, and effective communication. Access to online portals, electronic document management systems, and other technological tools can enhance the law firm client’s experience.
• Diversity and inclusion: Clients increasingly value law firms that prioritise diversity and inclusion. They seek firms that demonstrate a commitment to fostering a diverse workforce and inclusive practices, recognising the benefits of varied perspectives and representation in the legal profession.

How technology can help your firm stand out

Using the best technology and implementing features, such as automation, into your case management system greatly assist in improving client relationships and the efficency of your firm. Listed below are some areas in which technology can improve your firm’s processes.

• Initial contact: Failing to promptly respond to potential clients may result in losing their business. When receiving enquiries through your website, it is crucial to acknowledge them in a timely manner. Implementing an automated solution can ensure that leads are acknowledged, providing reassurance that they will be contacted at a specified date or time.
• Onboarding process: Once you have agreed to take on a customer’s case, it is important to keep them informed and eliminate any uncertainties. Streamlining your onboarding process through optimised case management systems can make the experience smooth and hassle-free. Consider setting up automated workflows and sending relevant documents to clients at this stage. Integrating your case management system with e-signature software can further simplify the process and save time for the client.
• Case updates: Insufficient communication and infrequent updates are common reasons for dissatisfaction. Whilst regular updates can be a time-consuming task, leveraging case management systems like Proclaim allows for automated letters, SMS messages, or emails to be sent to clients in real time at specific milestones in their case. By providing frequent updates as per the client’s requirements, you can minimise the need for clients to follow up and enhance their overall experience.
• Settlement and billing: When a case is successfully settled, facilitating the payment process for clients is essential. Offering online payment options can make the billing process convenient and hassle-free, ensuring a smoother experience for the client.
• Efficiency: Implementing solutions to improve your firm’s efficiency can have a significant impact on client satisfaction. Enhancing the productivity of fee earners leads to faster case resolutions and eliminates unnecessary delays. By utilising a suitable case management system and customizing it to automate workflows, optimise processes, and integrate with IT systems, you can reduce the burden of tedious administrative tasks typically performed by fee earners.

Through the implementation of these strategies, law firms can enhance client experiences, build trust, and establish long-lasting relationships with their important clients.

How can Legal Practice Support Assist?

Legal Practice Support understand exactly what clients look for in a law firm. We can help you improve your service by developing and optimising your case management system to allow for automation of processes and integration of your systems to make processes as seamless as possible.  

If you would like to discuss how a developer from the LPS team could assist your law firm, please contact us for further information. We can be contacted via e-mail at enquiries@legalpracticesupport.co.uk, or get in touch with us via Live Chat or the contact form, below.