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Stop Hiding Behind the Client Care Letter

by Vanessa U Leave a Comment

Lawfirms:  Are your lawyers hiding behind the client care letter? 

I can bet your bottom dollar (or pound), lots of them are.

If so, it’s time to stop.  

And no, I am not suggesting you abandon the CCL; I know it’s there to protect you legally.

So, what’s the problem?

Some lawyers, maybe even many, use it as a substitute to avoid conversations with clients about costs, timescales, billing, etc. 

They’ve even said to me:

Well, it’s all in the client care letter, as if to say, I don’t need to talk to them!

That is downright crazy because you are leaving yourselves wide open to problems.

And problems equate to:

🟣a loss of money

🟣a loss of time

🟣hassle!

🟣possible complaints.

🟣a loss of future business.

🟣Need I go on?

First of all, the client probably won’t even read it. 

And even if they do, you have no idea how well it is understood.  

In a recent post, @Michael Hinchliffe who is the top legal copywriter on LinkedIn , wrote that the average reading age in this country is 9!

9, yes that is not a typo 9.

So many of your clients may have a reading age of 9 too.

And you are lawyers, so your reading age is vastly above the average.  Therein lies the problem.

So, the big question is, has your CCL been written for a 9-year-old?

Answer:  I very much doubt it.

And, even if your client is a highly intelligent person, it doesn’t mean there won’t be problems, if you haven’t had proper business conversations.

Here’s an example.  In the CCL, it clearly states estimated costs.    

Let’s say for argument’s sake that you have also included a statement which says if the scope changes significantly, it will incur additional charges on an hourly rate basis.

Excellent and you may think that’s got you covered.

Well, it has legally but what about practically?

There is no guarantee that this will stop a client from complaining about fees when the scope changes if you’ve just sent the bill out, without verbally telling them about the additional charges.

No siree.

You cannot afford to avoid having those conversations altogether or do them badly, by saying, it’s all in the client care letter.

Tell the client at the very beginning what your costs are, how long it will take and any other relevant information.

If anything changes, speak to the client.

Keep them informed at all times.

The benefits of doing this will be well worth it:

💎Happier clients = testimonials

💎Testimonials may lead to repeat business and/or 

💎Referrals

💎Which means more money for the firm, less complaints, which cost money and time, and a better reputation.

It’s not difficult and yet, so many do not do this well.

What about your firm?

1)    Plan your Christmas tasks so you have plenty of time and stick to them.  It reminds me of that old age:  “If you fail to plan, you plan to fail.”

2)    Have a budget for what you’re spending on gifts, food, etc. and stick to it.  What’s the point of over-spending if it means you spending the next 3 months catching up?

3)    Programme in short bursts of “you time” so you can rest and recuperate.  This is critical and, paradoxically, the busier you are, the more important it is for you to do this.  When working with clients, I see the tendency to move from one task to another, like an automaton, and without giving themselves the time to think, acknowledge wins or rest.

4)    Keep a positive mental attitude. Not much more to say on this one, except that it will be easier to achieve if you apply points 1-3 and 5-8.

5)    Don’t take it all too seriously!

6)    When buying gifts, it’s not how much you spend, it’s how much thought goes   into them and how you feel when you buy them that counts.  If you’re feeling stressed and buy something expensive in a rush, then the receiver is receiving your stress.  On the other hand, if you buy gifts when you’re feeling relaxed and happy, then the recipients will receive that energy.  

Which do you think they will prefer?

7)    When you notice the stress creeping in, stop, take a deep breath and feel grateful for everything and everyone in your life.  This only takes a few minutes to do and yet the benefit can be proportionally much greater.

8)    If you have lost loved ones, it’s normal to feel sad that they’re no longer with you. I can personally relate to that one!  Then you can flip it around and be grateful that they were a part of your life.  Then focus on what you’re grateful for now.  You may not always choose the circumstances in which you find yourself, however, you are always at liberty to choose what you think about them.  Understanding and realising that is true power.

9)    If all else fails, just get drunk!   
When all the jobs are done, you can just relax and enjoy yourself.  Then when you’re ready, reflect on the wins, challenges and insights that 2017 brought you and prepare for the coming year.
Thank you for reading and for your comments and I look forward to sharing more with you in 2018.  
It only remains for me to wish you the happiest Christmas and a very prosperous 2018.

Vanessa Ugatti with purple and black dress on

I’m Vanessa and I help law firms get paid their true worth consistently and unapologetically while keeping their clients happy. If your firm frequently under-estimates, over-services or irrationally discounts, I can help you increase billing, recovery rates and confidence.

Ready to talk?

📞Get in touch today for a no-obligation chat on 00-44-12-02-743961

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