As a solicitor, effective communication with your clients is paramount to building trust, maintaining strong relationships, and delivering exceptional legal services. I have found that email is usually the primary means of correspondence. So, the question is what makes an email professional and makes the right impression on clients, ensuring clarity, professionalism and knowing you are coming across well to them.
I think that the first thing is to make sure that you establish a Professional Tone. Maintaining a professional tone in emails is crucial. Always address clients respectfully, using appropriate salutations and formal language. Avoid jargon or legal terminology that clients may not understand. But, the number one rule is to be clear and simple while still maintaining the necessary level of professionalism.
Try and see things from your client’s perspective. Try and consider your client’s level of legal knowledge and tailor your communication accordingly. Explain legal concepts and processes in a way that is easily understandable to them. Avoid overwhelming clients with excessive legal terminology or complex details.
Think about the subject heading of your email. Craft subject lines that are concise, informative, and relevant to the content of the email. A clear subject line will help clients quickly identify the purpose and importance of your message. For example, instead of “Update,” use “Important Update Regarding Your Case: [Brief Description].”
Structured and Organised Content.
There is no excuse for sending sloppy email content to a client. Write in a logical and structured manner. Use paragraphs to separate different points or topics, making it easier for clients to follow along. Start with a brief introduction or summary of the purpose of your email. Present information in a sequential order. I have found that headings or bullet points for clarity work wonders with clients and will make your life easier as it will limit the back and fourth with questions and queries.
Provide Context and Background.
When discussing legal matters, it is essential to provide context and background information. Briefly summarise relevant events, case details, or any changes that have occurred since your last communication. This will help clients understand the context and relevance of your email, ensuring they are well-informed.
Be Clear and Concise.
Clients appreciate clear and concise communication. Use plain language to explain legal concepts, avoiding unnecessary jargon or complex terminology. Use short, focused sentences and avoid lengthy paragraphs to maintain readability.
Anticipate and Address Questions.
Consider the questions or concerns your clients may have after reading your email. Anticipate these queries and proactively address them in your message. Providing answers or suggestions in advance can save clients time and demonstrate your proactive approach to their legal matters.
Proofread and Edit.
This seems something that most would automatically do but I have found that in the heat of the moment and in the need to be quick and efficient this is often forgotten. Thoroughly proofread your emails before sending them. Correct any spelling or grammatical errors, and ensure your message is clear and coherent. Pay attention to formatting, such as font styles and sizes, to maintain a professional appearance. A well-edited email reflects your attention to detail and professionalism as a solicitor.
Respect Confidentiality and Security.
As a solicitor, it is your duty to safeguard client confidentiality and sensitive information. Ensure you are using secure email platforms and take necessary precautions to protect client data. Be cautious about sharing sensitive information in emails and consider using encrypted attachments or secure file-sharing platforms when necessary.
Timely Follow-Up.
This one can is the one I find a solicitor can fall down on, and I include myself. Nothing annoys a client more than having to wait days for a response. Please, save yourself unnecessary heartache and respond to client emails promptly. Clients appreciate timely updates and acknowledgment of their concerns. Even if you cannot provide a detailed response immediately, acknowledge receipt of their email and set realistic expectations for when they can expect a thorough response.
Without a doubt, effective email communication is an essential skill for solicitors to provide exceptional legal services and maintain strong client relationships. By adopting a professional tone, providing clear and concise information, and anticipating client questions, you can enhance your email correspondence and ensure that your clients feel valued and well-informed throughout as well as save yourself from heartache and fighting “battles” that don’t need to be fought!
I’d love to hear from you and your thoughts. Follow me on Instagram @learninglawyeruk or email me at hello@learninglawyer.co.uk