Keeping Client's Happy by Sending Them Copies
This is a basic tip that’s been around for ages. Send the client a copy of all of the correspondence that comes in and goes out on their case. This keeps them informed and makes them happy. Well, that’s a real good idea, but who has time to do that? I’ve tried doing this, and it works for a period of time until things get hectic or there’s a staff change. Here’s how I think we can keep the client informed with a minimal amount of time and effort.
- Print Envelopes When the Case is Opened – When the case is opened, have the secretary print 10 envelopes with the client’s name and address on them and place them in the client’s folder. This makes it quick and easy when the filing, or copying is done to just make an extra copy, stick it in the envelope and drop it in the mail. When the secretary gets to the last envelope, she can print 10 more.
- Get Self-Inking ‘Copy’ Stamps – Order self inking stamps from Office Depot that say “COPY This is to keep you informed of your case. You do not need to do anything with these papers.” or words to that effect. A quick Copy Stamp, drop in the envelope and away you go.
I’d love to hear from anyone that regularly copies their clients with all of the correspondence on their case. What they’re doing, how they keep it going and what effect it’s had on client communications.
Every client gets a courtesy copy of anything sent or received from their case. Since I runa virtually paper-free office, the incoming correspondence is scanned, and the correspondence is then sent to the client with a note saying that we have retained an electronic copy of the correspondence and this is for your files. Works very well.
Thanks Jim,
That's a great idea. I'm not totally paperless yet, but want to get there.
It takes time and being a sole practitioner there's only so many things I can implement at once.
I don't think I've ever worked on a case where this was done, but it's a great idea. I'm might suggest it to the partners in my firm - especially the paperless option.
People like to know what's going on.
They like to see the wheels turning. Even if there isn't a resolution, they need to know how hard we work for them.
Dave, I also send them a copy of checks issued on the case. I do black out our routing #. that way there isn't sticker shock at the end come settlement time.
