Law Firms Improve Client Service Protocols

By Jessica Turner 12/07/2026 3 min read 9 views

As a frequent flyer with over 3.6 million miles on Delta, the author knows the drill, but a recent experience at the airport highlighted the importance of attention to detail. When going through the CLEAR line, the author was picked for random screening and had to produce an ID, only to realize that the license had been left behind after changing purses.

This incident got the author thinking about how easy it is to go on autopilot when doing something repetitively, and how this can apply to client relations in the legal profession.

Consider It From a Client Relations Standpoint

A speaker at a Legal Marketing Association conference, David Epstein, author of “Range: Why Generalists Thrive in a Specialist Environment”, explained that specialization can be detrimental to performance, citing the example of doctors who perform different types of joint replacements having fewer issues than those who specialize in one type.

The author, a believer in focusing on niches and building subject-matter expertise, began to think about this from a service delivery and client relations standpoint, considering how to ensure that one doesn’t go on autopilot when working with clients.

Pointers for Setting Up Legal Client Service Protocols

To overcome the autopilot syndrome, it’s essential to establish client service protocols or processes to ensure nothing slips through the cracks, and that proper attention is paid to the client. One way to do this is to develop an informational sheet to provide clients at the intake stage, mapping out the process in a Gantt chart, a decision tree, or a timeline.

Establishing a regular status-reporting protocol, such as a monthly pipeline spreadsheet or a weekly status report, can also help ensure that the client is kept informed and that nothing is overlooked.

Reminding oneself of the importance of client service protocols is also vital, whether through calendar appointments for quarterly visits or lunches with clients, or scheduling monthly check-in calls.

Having a checklist of client service protocols at the ready can help keep a critical eye on all the details of a client’s matter, much like the author’s checklist by the door to consult before traveling.

Keeping Clients Informed

It’s easy to overlook details when doing the same things over and over again, which is why having a system in place to keep clients informed is essential. This can be as simple as providing regular updates on the status of their matter, or using a timeline to map out the process.

By taking a critical look at the issues involved and avoiding the tendency to go on autopilot, legal professionals can ensure that they are providing the best possible service to their clients. And, by establishing client service protocols and keeping clients informed, they can build trust and ensure that nothing slips through the cracks.

In the end, it’s all about paying attention to the details and treating every client matter like it’s the first time you’ve seen it, rather than just going through the motions.