Have a look at our latest article which is on keeping your client happy


Your client will appreciate you keep him or her up to date with what is going on with their claim. There is nothing worse for a client for months to go by and to hear nothing. Just a simple letter may do the trick even if nothing has really happened and your waiting on some vital documentation before you can proceed.


Your client may have been told by someone at the pub that they recovered £10,000 for a scratch and therefore their claim must be worth at least that. It is key to state that you do not know their friend’s case so are unable to comment on it, but clearly explain how and why you valued their claim as you did, and this would be in the region of what a Judge would award at Court.


If your client is contacting, you they will be expecting a reply and if they do not hear from you soon they will wonder if their claim is really that important to you. This is particularly important with telephone calls, which should be returned that day and emails, which you should attempt to at least confirm that you have the email and will be looking it at in more detail by the following day at the latest.


When your client is instructing you, he or she does not know the process that his claim will take. From the start they will be wondering when they will receive their compensation. After all, that it what they are there for and they may be out of pocket from being off work. If their injury is more serous then they will wonder if and when they will be entitled to some rehabilitation. It is important that at an early stage the steps of the claim and the time frames should be set out. If there is a slip in those time frames, then an explanation should be promptly given.


It is important that your client understands what you are say to them. They do not want case law or legal ease, but a plain explanation so they understand. This also goes for documentation that you are asking them to sign. They may feel uncomfortable telling you they do not understand it. Granted some things are unavoidable such as getting them to sign a List of Documents, but even in that instance the attached letter should explain it as best you can.


Are you listening to your client when he/she rings up and vents their frustrations to you? You may think, and you may be right, that they are wrong. Interrupting them and telling them so may not be the best course of action. Listen to what they have to say. It may be that what they tell you at the outset may not be the real bug bear and it could be something linked to it. Listening to them will give you an opportunity to establish what the real problem is and therefore this will put you in a better position to resolve it to the satisfaction of your client.


All the above will make your client feel appreciated and that they are important to you which are as without clients there would be no business.

12th September 2018

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