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Concept art featuring a lightbulb and customer relationship terms for law firms working to implement new client-centered practices in 2021.

To succeed in the legal industry, law firms must constantly invest in innovation. Using cutting-edge technologies and disruptive business practices, it is possible to deliver an exceptional client experience, even if you’re still adapting to the changes caused by the pandemic. With a bit of determination, you can establish new practices that streamline everything from client onboarding to case file management.

In this article, we’re going to share some of our best client-centered management strategies for law firms. We hope these practical tips will help you improve retention, satisfaction, and overall client experience. Let’s get started!

1. Bridge the Communication Gap

According to the 2018 Legal Trends Report from, attorneys and clients have very different expectations for communication. For example, only 2% of lawyers stated that clients preferred in-person meetings, while a whopping 55% of clients shared that they’d prefer to learn about the legal aspects of a case in person. In fact,  clients overwhelmingly preferred in-person meetings for signing documents and sharing case details.

Unfortunately, due to the coronavirus, most attorneys have had to limit in-person meetings. However, you can still improve communication by leveraging various technologies. Consider implementing reception services (if you haven’t already) and try to give clients the option to text your law firm’s business number.

2. Consider Alternative Fee Agreements

Many law firms have struggled to maximize on-hand cash during the pandemic, forcing them to pursue outstanding invoices and reduce their operating expenses. Fortunately, there is another solution! Alternative fee arrangements can actually provide more cash flow stability and enhance the client experience. By introducing measures such as fee caps, full contingencies, portfolio fixed fees, and evergreen retainers, you can ensure a predictable, steady cash flow while also providing a better service.

3. Start with Company Culture

Did you know that your company culture can actually impact your clients? The truth is, change starts from the inside. When you commit to continuous innovation, you’ll be able to develop your law firm as a brand and increase client satisfaction. If you’re not sure where to start, focus on creating a system for implementing new technology and developing a compensation structure that incentivizes collaboration, diversity, and inclusion. Don’t forget to create standards and practices that reflect your core values!

4. Turn to Technology

Recent innovations in cloud-based legal technology have made it possible for attorneys to access case information from anywhere in the world. Armed with the tools for remote work, law firms are able to keep automatic backups of important files and information while reducing their operational expenses for IT specialists. Using technology also opens the door to lower overhead costs. Without the expense of pricy downtown office space, you can increase profits quickly while offering flexibility that boosts employee morale.

Final Thoughts

Thanks for reading! We hope this article has helped you brainstorm some new strategies to improve client experience in 2021. If you enjoyed this blog, let us know in the comments and feel free to share it on social media. Remember: we’re here for you from File Thru Trial™.

If you have questions on any of our services, please don't hesitate to get in touch with us.

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