Interesting insight is available in the 2018 Legal Trends Report issued by CLIO.  CLIO is one of the practice management tools and services of the Ohio State Bar Association.

The report looks at indicators of law firm success, what clients look for when hiring an attorney and how client satisfaction impacts business.  It’s no surprise that lawyers struggle to find enough hours in a day and often spend valuable time doing non-legal work.

Lawyer perception of what clients want differs from client expectations, especially for client communication.  Additionally, there is a strong preference by clients for electronic payment options and 40% would never hire a lawyer that didn’t take credit cards.  The client experience greatly influences whether clients will recommend the lawyer, which in turn helps the lawyer build the practice.

Practice Tip:  See OBLIC Best Practices Recommendations.

• Talk to your clients about their expectations and let them know you are on the same page with an engagement letter and fee agreement.
• Use the sample letters to continue the conversation with the client throughout the representation.
• Send a file closing letter and closed file survey at the conclusion of the matter.
• Use the information from the closed file survey to improve your procedures and build your practice!

If you have any questions, please feel free to contact OBLIC.

Gretchen Koehler Mote, Esq.,
Director of Loss Prevention
Ohio Bar Liability Insurance Company