10/13/08

Tech Annoyances - Part 7

TIP:  Under No Circumstances Personalize Anything for the Client

One of the best ways to annoy your client is to remind them that they are just one of the cogs of your great legal empire.  Taking the time to personalize a communication and making the client feel that they are important to you, is just wasting your time in your efforts to annoy them.  

If you see something that one of your colleagues has written to his clients, and it may be relevant to your client, what ever you do, DO NOT FORWARD IT on to your client with a simple note saying that you saw this and thought it was relevant to your client’s business.  Nothing is more annoying than talking with your client weeks later and saying - “Oh, yeah…  We put something about that out a few weeks ago, but I didn’t think to send it to you.”

Perhaps you’re tempted to create an Extranet for your clients to make it easier for them to share documents back and forth with you -- or, to keep them abreast of the status of a matter without having to call you to ask about it. 

One of the highest levels of annoyance comes when a client has to call you for an update on an open matter, and then you later bill them for their inconvenience.  Putting together an Extranet would only make the client feel that they were involved in the matter, and that you were taking the time to make sure they had access to relevant information on their case.  

What’s so annoying about that?

 

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1 comments:

Kristofer Younger said...

Greg:

exactly! Extranets are the way to go on this. We have some law firm customers who use our secure extranet manager to handle interactiosn with their clients.

We also firmly believe that making the client aware of the legal obligations (on both sides) is very important, allowing us to link extranet access to legal policy.

cheers,
-Kristofer

http://epok.net/ and http://research.epok.net/blog

 

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