As I finish my internship, I have been tasked with helping to revise the firm’s out-take policy. The main purpose of the out-take policy is to put specific guidelines and procedures in place for when the obligation to the client is complete. It may seem simple, but it is important for a law firm to make stipulations for things such as, how to inform the client that you have finished your obligation, how to keep track of clients to advise them of changes in the law, and how to make sure your clients think of you the next time they need a lawyer.
A law firm must set clear expectations and effectively communicate information to clients to ensure that both parties are on the same page. Letting the client know every step of his case will prevent any misunderstandings, and can help the attorney avoid frivolous malpractice suits. A well-written closing letter can greatly aid with finalizing the attorney-client relationship. The closing letter that I assisted with left instructions for the client, and included a handy reference guide for when there is confusion. This extra detail makes a great impression with the client, and can help alleviate a lot of future stress and concern.
In addition to the closing letter, I helped update the procedure for following up with former clients. This additional service can help the client feel valued and can lead to repeat clients, which is a great marketing tool for the firm. Even if former clients are not likely to need the services again, statistics have shown that repeat clients spend more and refer more.
I have personally seen the gratitude that clients have when they feel their case is given extra care. That is why it is important to have effective out-take procedures in place. These procedures may take some time and work to implement but it is well worth the effort.