How effective communication enhances legal service delivery according to ShareDo founder Ben Nicholson
Recently I was having a conversation with someone about client communication and they gave me a good example which I think illustrates how important proper communication is:
This client wanted a new patio deck out on the back of their house.
They went out to a bunch of builders, and they chose a quote that was the right mixture of price and relationship — not just the cheapest option.
They were quoted 10K fixed price and the builder said, “Look. It’s going to take about two months.”
The builder got busy on the patio and, plainly, the client could see everything that’s going on. They had complete visibility and they could see great progress.
They also accepted that the builder’s got multiple projects. Occasionally, builders aren’t there because they had to finish up a previous project. But the client doesn’t really care because they trust the builder.
The builder said two months — so it’s up to them to manage their time.
But then something unforeseen happens.
The builder came across a very large piece of granite in the middle of the patio area. He needed to move it, which would require some special equipment.
Deadlines get extended.
Costs go up.
The client isn’t happy about this — but they understand why it’s happening.
They agree to a price and extension and broadly, they just crack on.
To jump over to the legal space, what does this tell us about how providers can communicate?
Visibility of service delivery maximizes your cost recovery rates.
In the building example, the client could see what was going on. They understood there was an issue and, while they weren’t thrilled about it, they understood the price and time changes.
So for legal providers, delivering predominantly digital services, visibility is more difficult. So the emphasis has to be on communication.
If they get that communication right, the client is going to be a lot happier, and a lot more understanding if unforeseen complications arise
So how does ShareDo help?
1) It helps you provide reliable time estimates.
There’s no use for a builder to quote 2 months if it’s really going to take 3 months.
2) It helps you break down your matters into discrete phases.
Clients don’t care about billing cycles, they care about milestones. ShareDo helps you identify those so you can be aware of key moments to outreach.
3) It helps facilitate outreach.
You can automate or semi-automate text messages or client portal communications at key milestones in the matter.
(And FYI — you shouldn’t be charging your clients for keeping them updated on the status of their matter).
Legal work is a complex service, and there are lots of unforeseen circumstances that can arise in a matter. So you have to be diligent about communication to foster a relationship that can recover costs effectively.
No one’s happy to be charged more.
But visibility and communication are key for keeping cost recovery rates high.
