Stop Hiding Behind the Client Care Letter

Lawfirms:  Are your lawyers hiding behind the client care letter? 

I can bet your bottom dollar (or pound), lots of them are.

If so, it’s time to stop.  

And no, I am not suggesting you abandon the CCL; I know it’s there to protect you legally.

So, what’s the problem?

Some lawyers, maybe even many, use it as a substitute to avoid conversations with clients about costs, timescales, billing, etc. 

They’ve even said to me:

Well, it’s all in the client care letter, as if to say, I don’t need to talk to them!

That is downright crazy because you are leaving yourselves wide open to problems.

And problems equate to:

🟣a loss of money

🟣a loss of time

🟣hassle!

🟣possible complaints.

🟣a loss of future business.

🟣Need I go on?

First of all, the client probably won’t even read it. 

And even if they do, you have no idea how well it is understood.  

In a recent post, @Michael Hinchliffe who is the top legal copywriter on LinkedIn , wrote that the average reading age in this country is 9!

9, yes that is not a typo 9.

So many of your clients may have a reading age of 9 too.

And you are lawyers, so your reading age is vastly above the average.  Therein lies the problem.

So, the big question is, has your CCL been written for a 9-year-old?

Answer:  I very much doubt it.

And, even if your client is a highly intelligent person, it doesn’t mean there won’t be problems, if you haven’t had proper business conversations.

Here’s an example.  In the CCL, it clearly states estimated costs.    

Let’s say for argument’s sake that you have also included a statement which says if the scope changes significantly, it will incur additional charges on an hourly rate basis.

Excellent and you may think that’s got you covered.

Well, it has legally but what about practically?

There is no guarantee that this will stop a client from complaining about fees when the scope changes if you’ve just sent the bill out, without verbally telling them about the additional charges.

No siree.

You cannot afford to avoid having those conversations altogether or do them badly, by saying, it’s all in the client care letter.

Tell the client at the very beginning what your costs are, how long it will take and any other relevant information.

If anything changes, speak to the client.

Keep them informed at all times.

The benefits of doing this will be well worth it:

💎Happier clients = testimonials

💎Testimonials may lead to repeat business and/or 

💎Referrals

💎Which means more money for the firm, less complaints, which cost money and time, and a better reputation.

It’s not difficult and yet, so many do not do this well.

What about your firm?