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Reassuring Clients During a Crisis

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By Laura Temme, Esq. on March 17, 2020 11:10 AM

COVID-19 has many people on edge and worried about the future. Add in the stress of an ongoing legal challenge, and it's easy to see how a client might panic. Below are a few tips for reassuring clients that their case remains a priority.

Stay in touch

Effective client communication is talked about a lot in the legal field - and we don't always meet client expectations. Now is the time to make concerted efforts. Use email and social media to let current and potential clients know of any significant changes such as adjusted hours, office closings, or changes in contact info.

As in-person meetings become less advisable, find other ways to keep communications personal. When a client emails you, think about whether a call might help them more than an email response. This might even be a good time to try video conferencing for more human interaction - telemedicine is a thing, why not "telelaw?"

Think about language

For someone who is experiencing hardship or anxiety, it helps to just know they've been heard. Reassuring clients often comes down to making it clear that you understand where they're coming from, and what you're going to do about it. In calls and emails, try to use positive language - and be liberal with "thank you."

When answering a panicked email, try phrases like "I hear you," "Those are valid concerns," or "I think I understand how you feel."

Set reasonable expectations

Now more than ever, clients will want to stay in touch with you and know what's going on. Be sure to let them know if your office's hours change due to a quarantine, or if you'll be working remotely. Let them know how to reach you, how often you'll check in, and when they should expect a call/email back.

Related Resources

Keeping Your Law Firm Operational During an Outbreak (FindLaw's Strategist)

How to Effectively Manage Remote Staff (FindLaw's Practice Management)

How to Keep Your Wireless Network Safe When Working From Home (FindLaw's Technologist)