Clients today aren’t just looking for good legal advice—they’re also looking for a firm that communicates the way they want to. As a law office administrator, you play a key role in making sure your team is equipped to meet those expectations. That means going beyond the basics and taking a fresh look at how your office connects with clients.
Offer Communication Tools That Fit Client Preferences
Every client is different. Some prefer emails, others rely on secure messaging portals, and many are now comfortable with video calls or even text messages. Being prepared means offering these options—and having the systems in place to support them. If your office doesn’t provide communication methods that align with your clients’ habits and expectations, you risk appearing outdated or inaccessible. Your job is to ensure the tools are there and that the staff is trained to use them confidently and consistently.
Get Comfortable With Multiple Communication Channels
Offering options is only the beginning. The real challenge is maintaining high-quality, responsive communication across all of them. Whether it’s a follow-up email after a Zoom consultation or updating case details via your client portal, it all adds up. Managing this level of complexity requires organization, coordination, and tech proficiency. Your team needs to be fluent across platforms—because clients won’t stick with a firm that drops the ball just because a message came in through a different channel.
Promote the Value of Remote and Digital Options
Some clients may not realize there’s a better or more efficient way to stay in touch—until you show them. Whether it’s avoiding a trip downtown by using e-signatures or scheduling a quick video check-in instead of a lengthy in-person meeting, helping clients understand the advantages of remote communication options can go a long way. You’re not just offering convenience—you’re offering flexibility, accessibility, and often faster progress on their case. That’s a value proposition worth communicating clearly and confidently.
The Bottom Line
Modern client service in a law firm isn’t just about what you say—it’s how, when, and where you say it. By making sure your office is equipped to offer meaningful, responsive, and flexible communication, you’re not just keeping up—you’re setting your firm apart.