Sometimes when, you are dealing with perhaps some of the more difficult ones, you may ask yourself what do law firm clients really want?
Clients expect a lot from their legal representation. A good UK law firm should be able to deliver on these expectations. Be they legal expertise and strategic thinking to a commitment to excellent client service.
From my 30 years working with the profession and talking to clients, here are some of the key things they generally expect from a good UK law firm.
1. Legal expertise.
Obviously, this one goes without saying. Clients expect their lawyers to be knowledgeable, experienced, and skilled in their respective areas of practice. Whether they are seeking legal advice for a business transaction or need representation in a court of law, clients want to feel confident that their lawyers have the expertise and insight needed to deliver results.
2. Strategic thinking.
In addition to legal expertise, clients also expect their lawyers to be strategic thinkers. People who can anticipate potential issues and provide creative solutions. A good UK law firm should be able to think creatively. That means providing innovative legal strategies that help clients achieve their goals.
3. Strong communication.
Thirdly, clients expect their lawyers to be strong communicators who can explain complex legal concepts in plain language. They want to feel informed and involved in the legal process. They appreciate lawyers who are able to keep them up to date on the status of their case or transaction.
4. Commitment to client service.
Perhaps most importantly, clients expect their lawyers to be committed to providing excellent client service. This involves a range of factors, including prompt communication, personalised attention and, specifically, a willingness to go above and beyond to ensure client satisfaction.
5. Ethical conduct.
Clients expect their lawyers to maintain high ethical standards and adhere to the rules and regulations of the legal profession. They want to feel confident that their lawyers are providing unbiased, objective advice and that they are acting in the best interests of the client at all times. The last thing they wish to do is end up having to contact the Legal Ombudsman.
6. Responsiveness.
Responsiveness is a must. Clients demand their lawyers to be responsive to their needs and to be available when needed. Whether they have an urgent legal matter that requires immediate attention or simply have questions or concerns, clients want to feel confident that their lawyers are responsive and accessible. A good Practice Management System can help significantly with this.
7. A results-oriented approach.
Clients want their lawyers to be focused on delivering results. Whether they are seeking a favourable outcome in a legal dispute or need assistance with a complex business transaction, clients expect their lawyers to be dedicated to achieving their goals.
8. Cost-effective solutions.
Finally, clients expect their lawyers to provide cost-effective solutions that help them achieve their goals without breaking the bank. They appreciate lawyers who can provide high-quality legal services at a reasonable cost. So, transparency about fees and billing practices is paramount.
In summary
Clients expect a lot from their legal representation. A good UK law firm should be able to deliver on these expectations. From legal expertise and strategic thinking to a commitment to excellent client service, clients want to feel confident that their lawyers have the knowledge, experience, and dedication needed to achieve their goals.
By focusing on these key areas simultaneously, a good UK law firm can establish a strong reputation. And, particularly, it can build long-term relationships with clients that will help to ensure its continued success.
