Client Communication: Matter Conclusion

How the law firm works with the client to close their legal matter is an often overlooked step in the client engagement process. Whether the case closed with their optimal outcome in tact or not, how it's handled is key. As the point of conclusion is the last step in the active communication process between the client and the firm, it leaves a lasting impression. Thoughtfully handling this phase is critical to setting up that client as a potential source of referral or return. 

The Importance Establishing Trust

It's important for firms to close the matter and develop trust with the client while doing so. Maybe the matter went the way the client hoped, maybe it didn't. Regardless of the outcome, how the matter is closed and the communication process is critical to take advantage of that 'last impression' phase.

How should an attorney approach a situation like this to develop trust? Basically, by using the same approach as they would in a personal relationship.

• Summarize the situation, include the facts of the matter, highlighting the elements that likely contributed to the outcome.
• Address the steps the firm took to deal with the issues presented by these factors. Be sure to explain why they were, or weren't, successful. Focus on the active steps the firm took to address the core issue of the matter, referring to earlier communication as a way to close the loop.
• Be respectful. Address the client's view without invalidating it. The last thing any client wants to hear in this situation is how their frustration is unjustified.

Ending a matter on a bad note isn't helpful for anyone. Attorneys should explain why the firm was or wasn't successful in getting the result the client wanted. The firm should also make it clear that the firm took proactive steps to address the issues for the matter. Regardless of the result, the client knows the firm took an active approach to get the client's desired result.

Communication During Case Closure

Communication when closing a case should be respectful and thorough, leaving very little room for uncertainty. Be sure to address each of the elements of closing a matter.

• Data retention: Ensure the law firm has all of the required information for matter documentation retention. Consider what the client may want to keep for their files, too. Some clients prefer having their files or copies of them for safe keeping. If the files can't be shared yet, be sure to let the client know when they can be.
• Availability: If the firm offers any ongoing support or access for follow up items, tell the client about them and show how they can be accessed. 
• Administrative cleanup: Go back through the files, including invoices, tasks, and notes, and make sure there aren't any missing parts of the matter. If there are, make sure the client is notified and it's dealt with. Be sure that there are no loose ends once the matter's concluded.

The procedures to close a matter should've been covered in the onboarding phase of the client interaction cycle; make sure to reiterate them here. It helps just in case something got left out during onboarding. The last thing any client or attorney wants is to have to go back and deal with a loose end after closing a case.

Streamline and Simplify

It also helps to make the means of communication during case closure easier and more reliable. There are multiple ways attorneys can do this. Giving the client portal access after the case is an option, but recommended only until all open items are addressed. After the case has closed, the client should either receive the information they want that the firm provides outside of the portal. The key is to balance client satisfaction without compromising the integrity of the firm.

The next phase is communicating with the client to see if they are willing to provide referrals or if they would come back to the firm with new matters, if needed. If they are open to referral, make sure the client has the information needed to refer others to the firm. Make is simple for them - likely sending the referred party to the law firm website or by some other preferred method. Make sure the referral knows to mention the referring client and be sure your software lets you track those referrals.

Another good way to foster ongoing communication is through messaging. If the firm has a newsletter, tell the client and offer to include them on the distribution list. Sending a personal email every so often isn't a bad idea either.

Conclusion

Wrapping up a matter is typically the end of continuous communication with the client. Make sure to treat it with respect, thoroughness, understanding. This is the 'last' impression opportunity for many attorneys and clients. Be sure to set it up for success, leaving the door open to future communications.

SimpleLaw makes it easy with an all-in-one matter conclusion solution designed for law firms desiring an easier way to stay in-touch with clients at the end of the legal workflow process—all without the learning curve.

👉 Want to see how SimpleLaw can transform your practice? [Schedule a demo today.]