Why are lawyers often overlooked by clients in commercial transactions? Most clients are opting to handle their business transactions themselves without involving lawyers.
The Clio Legal Trends Report 2018 points out that lawyers are often overlooked as a solution and spend time speaking to clients that never hire them. The report states further that in better learning about how consumers approach their legal problems, lawyers can better understand what shapes their decision to hire a lawyer.
Below are some interesting statistics set out in the aforesaid report, which although conducted in the U.S.A sheds some light on what could be the reason people hire lawyers:
42% said ‘I didn’t think I could handle my issue without a lawyer’.
41% said ‘it was clear that a lawyers would be beneficial to my case’s outcome.
35% said ‘I was able to find a lawyer that I trusted enough to hire’.
28% said I was to fortunate to find a lawyer that I liked enough to hire
27% said ‘My lawyer made it clear upfront how much the entire case could cost me’.
25% said ‘It was affordable’.
Clearly procuring legal services qualifies as a ‘grudge purchase’. Clients approach lawyers because they really have to.
The challenge for lawyers is to persuade clients that there is some value in proactively involving a lawyer in their business transactions.
The Clio Legal Trends Report submits that ‘consumer expectations are increasingly shaped by their experiences across other industries’. In the interest of future success, lawyers must carefully consider how their firms will meet the needs of future clients’.
Does client satisfaction lead to new business? Clio Legal Trends 2018 Report recommends that the following should be considered in measuring client satisfaction:
- Overall cost of service
- Ease of understanding case expectations
- ‘Bedside manner‘ of personality (rapport, approach)
- Knowledge of the legal system and process
- Ease of getting information on case status
- Ease of accessing case documents
- Clarity on how costs are delivered
- Ease of setting up appointments
- Payment plan options
- Initial conversation with the lawyer or legal staff