Tips for Ensuring Clients Have a Positive Experience with Advocate Nova Brown

As attorneys, we often pride ourselves on our negotiation abilities, our attention to detail, or our time management skills. In many cases, however, these strengths are of secondary importance to our clients. Many clients first want to feel understood by their attorney—they want a sense of rapport, trust, and sound guidance.?

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We sat down with Advocate Nova Brown from our Phoenix office to discuss how we, as attorneys, can make every client’s experience with us a positive one. Her tips are outlined below.?

Making initial contact?

One of the most important days in your client’s case is the day they first come to you. Your initial conversation may set the tone for the rest of your relationship with this client.?

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Approach the situation with empathy?

Keep in mind that if a person is in need of your services, they are likely in a situation that is less than ideal. While it may be another day in the office for you, the client may be going through one of the most difficult times of their lives.?

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Respond with empathy. The ability to understand and relate to the feelings of our clients is a skill that all personal injury attorneys should master. Always remember that the person in front of you is a human being before they are a client and interact with them accordingly.?

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Be a good listener?

We get it—you’re probably crunched for time and ready to get the ball rolling. You’ve had this same conversation countless times. It’s not that you’re dismissive or uncaring, but you know the next steps and are ready to get your client moving through the process.?

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Even when this is true, don’t try and rush the client through this conversation. Avoid interrupting or talking over them. We all want to be heard, especially when going through hardship. Take time to listen to what the client has to say—they should know that you care about their feelings, concerns, and questions.??

Managing client expectations?

An easy way to disappoint clients is to make promises, then underdeliver. Making guarantees is unadvisable regardless of your familiarity with personal injury law. There are many variables that impact the course of an injury claim. Sometimes clients get lax about treating, or they overshare on social media and damage their case. There could be insurance coverage issues that impact a settlement or other issues that arise. Even when the issues are out of your control, the client may still look to you as the reason for a disappointing settlement.?

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Be cautious about overpromising?

It’s okay to tell a client that they have a strong case. But as a rule, avoid making promises.??

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Always be realistic.? Stress that you will do everything in your power to achieve the best possible outcome. Explain that every personal injury case has variables that can impact timelines and settlement amounts.???

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Additionally, be transparent about flaws in the case. If there is weak evidence or possible liability issues, let your client know up front.?

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Address unrealistic expectations as soon as possible?

Most clients are unfamiliar with the personal injury process. They may have heard of a family member or friend who received a large settlement and assume their settlement will be the same.? It’s important to set clear expectations and explain why the outcome of another’s injury claim is not a reliable measure for their own claim.? Most clients will appreciate your honesty.?

Communicating?

Your frequency and method of communication can make all the difference to a client. The best way to instill confidence that their case is in good hands is to make yourself available and keep the client informed throughout the life of their case.?

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Maintain regular contact?

Contact your clients regularly. Even if you don’t have any important updates, a quick check-in to see how treatment is going and to let them know you haven’t forgotten them will go a long way.? To effectively maintain contact, set up a contact schedule and stick with it.?

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Be responsive?

Let your clients know that they can contact you or your team with any questions they may have. Clients appreciate having an attorney they can interact with.??

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If their call is missed, respond as soon as you can. Availability and responsiveness build trust and reminds your client that their case is a priority for you.?

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Communicate how clients can help you help them?

Inform clients of the dos and don’ts during an injury case. Explain the risks of posting on social media, the dangers of not treating consistently and the importance of keeping track of all treating providers.?

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Let your client know what their role is in their case. They’ll be more likely to get a positive outcome and be happy with your services.?

Making an impression that lasts?

Treat the client as you would want to be treated. Get to know about them outside of the accident, their hobbies and interests, their family life, about their job. Understand how the client’s injuries have impacted their day to day lives and the lives of their family. You want to approach a client as one human being to another not as a case file.?

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Putting forth this type of effort will set you apart and accomplish the positive, lasting impact you are trying to achieve.??

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