How Law Firms Can Manage Changing Consumer Expectations

▤ Summary

As Chicago criminal defense attorney Kimber A. Russell put it, “It’s getting overwhelming that clients now really expect 24/7 availability regardless of how we set expectations.” Some crowdsourced suggestions for attorney-client communication boundary setting from Atlanta business and real estate attorney Craig Thrift (and others) included: • Limiting client texting unless the situation is a true emergency, as defined by the firm at the outset of representation • Using an outsourced answering service or call center to handle business communications outside of regular office hours, including on weekends and holidays • Providing an online portal where clients can access real-time information on their matters at their convenience • Providing a uniquely generated cell phone number via practice management software for clients to text anytime that isn’t tied to a personal cell phone With technological resources cheaper or often free, even small businesses can look to and utilize internal communications tactics to help workers stay connected and feel like they are part of the team. Include sections for key events such as important meetings, top tips for effectively working remotely, and give shout-outs to employees who have recently gone the extra mile for their colleagues and/or the company. Collectively experiencing a transformative worldwide event has led many of us to become more empathetic, thus increasing the amount of empathy we expect in return from those we ask or hire to assist us, like lawyers. As the systems that made success at all costs paramount give way to policies that incorporate diversity, inclusion, wellness, and more, it makes sense this more well-rounded attitude would also apply to our clients. I think I have done my job when my client says, ‘I feel a lot better now than when I got here.’” Oregon lawyer and wellness expert Justine Fanarof, JD, MPH, RYT says, “Empathy is a skill associated with authentic care and emotional intelligence.

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