No one likes to pay bills. Even when the service or product we are paying for, such as attorney fees, is way more valuable than the actual dollar amount on the invoice, we humans just hate to see the money out the door. For instance, Trump’s legal bills have been a topic of much discussion, highlighting the complexities and high costs associated with legal services. And that natural resistance to doling out the bucks can often leave a lawyer looking at high accounts receivable and days filled with collections calls. Why not make a few changes to help your clients feel more positively disposed to pay your legal bill promptly?
These things will help.
Table of contents
1. Greet Them as a Friend
Not only is it easier to pay a lawyer you like, it is much harder to stiff that person. Make a point of treating your clients as trusted and loyal friends.
By treating your clients as trusted friends, you can ensure they appreciate the legal services performed on their behalf.
This will make doing business with you more pleasant (and improve your own experience of the time you spend in the office).
Remember, too, that your client deals with others in your office, not just you. Model the way to make sure everyone — paralegals, secretaries, assistants, associates, partners, billing clerks — forms good relationships with all client representatives.
2. Understanding Client Expectations
Understanding client expectations is important to providing legal services. Clear communication and transparency are key to building trust with our clients. Take the time to listen to clients’ concerns, goals, and objectives, and work closely with them to develop a tailored legal strategy that meets their unique needs.
Attorneys should be committed to providing exceptional legal services that exceed clients’ expectations. Strive to deliver prompt and responsive communication, keeping clients informed every step of the way. By understanding clients’ expectations, you can serve their legal interests and provide them with the best possible outcomes.
3. Keep Clients Informed About Legal Fees
You may think it is your responsibility to do the job and tell the client about it afterward. And you may be right, that is what some clients want from you. Others want to know what’s going on with their legal matter when it is going on. Ask how they want to be updated, and make sure you give them what they want. Understanding client expectations is crucial, especially when dealing with complex legal matters in federal court, where the stakes and scrutiny are often higher. This also applies to how you describe the work on your legal bills. I guarantee no one really wants to pay for an hour of your time, but if you can describe well what you did in that hour — and couch it in terms that show the value of the legal services provided to them — the client will know more clearly why it makes good sense to pay you for it.
4. Reducing Legal Expenses
Reducing legal expenses is a priority for many clients. Understand the importance of managing legal costs and providing value for clients’ hard-earned dollars. Offer a range of flexible billing arrangements, including contingency fees, flat fees, and hourly rates, to help clients manage their legal expenses.
Attorneys should be committed to providing effective legal services that minimize unnecessary costs. Use advanced technology and streamlined processes to reduce paperwork and administrative tasks, so you can focus on the legal work that matters most to clients. By reducing legal expenses, you can help clients achieve their goals without breaking the bank.
5. Go the Extra Mile
Demonstrate that a client’s relationship with you and your law firm is worth more than the legal work you perform. For instance, understanding the intricacies of the campaign finance system can be crucial for clients involved in political activities. Make introductions to people who may be useful in their business or private life. Offer to co-write an article for publication about something significant you helped them do. Ask them to serve on a panel discussion with you to illustrate a new legal strategy. (Yes, this benefits you, too. Isn’t that nice?) By going the extra mile, you demonstrate your commitment to protecting your clients’ legal interests beyond just the legal services that show up on your law firm bills.
6. Please Them With Your Legal Services
Sure, winning the big case always pleases clients and makes them happier to pay legal bills. Ensuring compliance with regulations, such as those enforced by the Federal Election Commission, can also contribute to client satisfaction. But even when it’s not a big win, the way you handle yourself and their interests demonstrates that you are doing everything you can to help them resolve a conflict or strike an agreement. Ensuring that your attorneys fees are fair and reasonable can also contribute to client satisfaction and their willingness to pay.
And it shouldn’t go without saying: Don’t take their emotional responses to developments lightly. Do listen well and rephrase and repeat back what you hear to assure them they are heard. Don’t take shortcuts. Do proofread to avoid misspellings and other errors.
Read: Calming an Angry Client
Make the Attorney’s Fees Easy to Understand (and Pay)
While we’re on the subject of misspelling and proofreading, please avoid legalese and financial gobbledygook in drafting your law firm bills. In some high-profile cases, legal expenses can reach tens of millions, making it important to clearly explain and justify these costs to clients. Speak and write clearly. If the system you use doesn’t allow text descriptions on the actual invoice, write a cover letter or memo to clearly restate the charges and any necessary explanation.
Client Feedback and Testimonials
Value clients’ feedback and testimonials. Clients’ experiences and opinions are essential in helping improve legal services and better serve their needs.
Attorney Fee Arrangements
Offer attorney fee arrangements to suit clients’ needs. Every client is unique, and fee arrangements should reflect that. Here are some examples of attorney fee arrangements:
- Contingency fees: Contingency fees for certain types of cases, where attorneys’ fees are tied to the outcome of the case.
- Flat fees: Flat fees for specific legal services, such as document review or contract negotiation.
- Hourly rates: Hourly rates for clients who require ongoing legal services or have complex legal issues.
Attorneys should work with clients to determine the best attorney fee arrangement for each case, taking into account goals, budget, and legal needs.
Always, Always Say Thank You
That client doesn’t have to engage you. There are a lot of lawyers out there looking for work — looking for good clients. Make sure your clients know that you are grateful for their business and pleased by their trust and loyalty. Thank them whenever you meet and whenever you write. Send a gift or a handwritten note to honor business anniversaries or family birthdays, or just because. Make your clients feel important and appreciated. Expressing gratitude can make clients feel valued and more willing to cover their legal expenses.
It will make it so much easier for them to pay your bill.
Illustration ©iStockPhoto.com
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