By Elizabeth M. Miller bio
Over the years the legal profession has, out of necessity, kept up with technology. Email, cell phones, every kind of software imaginable, paperless files and the like have (or should have) made law firms more efficient, cost-effective, and productive. It is necessary for firms to continue to become more efficient as clients demand creative fee schedules and value billing.
But, with all this tech-savvy process something has gotten lost. Technology has taken the “personal” touch out of many law firm functions. Even though everyone is in a hurry and anxious to save a minute anywhere they can—because at the end of the day those minutes add up—it is important to still focus on the “personal” aspect of the law office. Working on revitalizing the personal touch of practicing law and representing your clients may be just what your firm needs to set it apart from other law firms. It will answer the question potential clients ask, “why should I hire you?”
Now you’re probably thinking to yourself, “I don’t have time to worry about this. Do you really want me to take a step back and go old school?“
But I’m not suggesting that you replace your computers with typewriters. You cannot be the firm that does not participate in modern technology. Everything about your law firm would come to a screeching halt. However, with the competition for clients and more lawyers practicing law than ever before can you really afford to overlook ANY opportunity to set your firm apart from every other law firm on the block?
Here are some suggestions of “old school” things that attorneys and staff can do that will be memorable for your clients and your team:
- Call a client. If you have something to discuss with a client about their case, occasionally pick up the telephone and talk to the client instead of sending an email. Be personable on the phone and show an interest. Ask the client how they are doing and listen to them when they answer you. Sending a follow up email is a good idea to document your paperless file. But imagine the impression you will leave on the client as the attorney who still personally picks up the phone to talk to the client.
- Schedule a client conference. If a client contacts you and wants to meet with you to discuss their case, schedule the appointment. For some clients, especially those who are not tech savvy, they would rather come in and talk in person for 15 minutes about their case. This is an opportunity to personally interact with a client and be genuine about their case and how important they are as a client to your firm. Understandably this is not something that you can do every week or even every month with a client. But sometimes you can accomplish more in a 15-minute face-to-face meeting than you can in a month’s worth of emails. And of course, the client won’t forget that you made time to meet with him.
- File something in the clerk’s office in person. Most courts have e-portals for filing pleadings including new lawsuits, motions and the like. While this has facilitated the process of filing documents with the court and reduced the time involved, it has also taken away a very important networking opportunity. Going to the courthouse to file documents, at least in my previous experience, allowed me an opportunity to talk to the clerks, judicial assistants and sometimes even judges as we roamed the halls. Not to mention occasionally the clerks would refer a new case to an attorney if a lay person came into the courthouse and needed legal advice or help. Now everything is done via e-portal including setting hearings, but some courts still allow documents to be filed in person at the courthouse. From time to time, take a new lawsuit or motion down to the courthouse and file it in person. Talk to the clerks, the judicial assistants or judges. Everyone will remember you as the attorney who came in and filed a pleading in person.
- Thank a client for a referral with a handwritten note. It will take less than 5 minutes to write a handwritten note to a client thanking them for referring a new client. Mail is not obsolete yet and I promise you they’ll appreciate that you took 5 minutes out of your day to handwrite them a thank you note.
- Tell a staff member thank you. In person—not in an email. Emails are subject to interpretation and perception. Somehow the message of how truly appreciated a job well done is does not come across the same as an in-person thank you for doing a good job. Employees know how busy everyone is. They are part of the engine that makes the firm go forward. It will take 2 minutes to go to the employee and tell them what a good/great job they did. They will remember it long after and so will everyone else.
With the exception of filing something at the clerk’s office in person which may take an hour once or twice a month, all of the other suggestions together will take 37 minutes of your time—and not necessarily a day, but a week.
Conclusion
Yes, you need to build a progressive, tech-savvy, efficient law firm, but when it comes to building relationships, there are some “old school” ways that just don’t get old.
