What Clients Expect from Modern Legal Practice (and How to Meet Those Expectations)

5 min read

Here’s how you can demonstrate to clients that you can deliver a modern experience.

If you’ve been in law for more than a few years, you’ve probably felt it: The subtle but seismic shift in what clients expect from their legal service providers. Today’s clients, whether individuals or businesses, aren’t just looking for legal expertise. They’re looking for a partnership. They want transparency, accessibility, efficiency, and, above all, value. The modern client is savvy, tech-comfortable, and used to getting near-instant answers from every other industry. Law is no exception anymore.

As client expectations change (and increase), law firms and in-house legal departments must learn to adapt. Clients are no longer satisfied with what would’ve been the status quo a few years ago; they want premium service on demand. Here’s how you can understand and satisfy your clients’ expectations – and stand apart from your competitors.

Clients Demand Clarity and Transparency

Modern law practice clients no longer tolerate the black-box model of billing and communication. They don’t want to guess at how many hours you spent on various aspects of their matter; they don’t want your invoices to read like a mystery novel. Instead, clients expect clear, predictable pricing and open communication.

In order to meet this expectation, you’ll want to exile opacity in every form. Start your client relationships by clearly explaining your billing model – well before the first invoice lands. When you send engagement letters and other documents explaining what work was done and why, you’ll want to make it easy for non-lawyers to read. When clients understand what they’re paying for, they perceive higher value, and they trust you more.

You’ll also want to make regular status updates a part of your process. A short email, a dashboard update, or an automated progress report through your practice management platform can go a long way.

Value and Efficiency are Prime Client Motivators

The billable hour is still alive (just barely), but clients are now watching the clock. Your clients expect your firm to use technology and process improvements to minimize administrative overhead. Translation: Clients don’t want to be billed for a manual process when software could’ve done the job faster.

Clients now expect the legal professionals they engage with to use automations, workflows, and other tools to streamline processes and cut down on administrative minutiae. To meet this expectation, you can leverage document automation and workflow automation software to generate legal documents in minutes instead of hours, build repeatable templates for common transactions and filings, and create consistent processes. With these efficiency improvements, you’ll have more bandwidth to deliver more strategic counsel to your clients – which is where they’ll see the real ROI of working with you.

Digital Convenience is a Key Expectation

If your law firm or in-house legal department isn’t digitally accessible, now is the time to change that. Modern clients expect legal practices to be at least as tech-enabled as the rest of their service providers. If they can sign a mortgage, order dinner, or attend a medical appointment online, then they expect their lawyer to offer the same convenience.

In order to meet this expectation, you’ll want to implement a variety of technologies like secure client portals, e-signatures, and document automation tools. You can also streamline your intake process by replacing PDF forms and email attachments with smart forms that feed directly into your database.

Finally, don’t sleep on mobile experiences. Many clients prefer to access documents or sign agreements on their phones; a mobile-friendly client experience is no longer a bonus – it’s the baseline.

Law Firms Must Be Responsive

Speed matters more than ever. Modern legal clients expect prompt communication, even if it’s just to acknowledge the receipt of a message. They want to feel seen and prioritized, not like their inquiry has fallen into a black hole.

To meet this expectation, you’ll want to establish internal response time policies and share those policies with clients. For instance, you could tell your clients upfront that you respond to all messages within 24 hours. 

You can also automate your acknowledgements, using autoresponders to confirm message receipt or share helpful resources while clients wait for a detailed reply.

In order to pull this off, you’ll need to ensure you keep your client communications well-organized. A centralized client communication platform can ensure nothing slips through the cracks. Some of these platforms can even integrate with your document management and entity management systems, enabling your team to spend less time hunting for information and more time advising clients.

Security and Confidentiality are Non-Negotiables

Clients demand a seamless experience that doesn’t compromise on security. They want to know that their information is protected, but they don’t want to juggle six passwords or fight through clunky portals.

To meet this expectation, you’ll want to invest in modern technology that has a robust focus on compliance. Cloud-based platforms designed for legal work tend to offer security and usability, especially if they’re PIPEDA- and/or GDPR-compliant. With a platform like Appara, for example, you can share documents with clients digitally in an ISO-accredited, secure digital platform. Appara’s comprehensive security keeps client data and documents safe from prying eyes.

You’ll also want to make sure you communicate your safeguards to clients. Your clients will feel reassured that their data is encrypted, stored in Canada, and handled according to strict protocols. 

Finally, make sure you enable multi-factor authentication for your client portals. An MFA process is a simple way to provide an extra layer of security that clients will appreciate.

All of these security measures can also help you ensure your firm complies with your law society or bar association’s guidelines. If you’re not sure where to start with digital security and confidentiality, referring to your local law society or bar association’s guidelines on digital security is a good place to start. For instance, the Law Society of Ontario has several resources on security and data protection for lawyers.

Clients Want Collaboration and Partnership

The lawyer-client relationship has evolved in recent years. Clients don’t just expect representation in their matters, they expect true collaboration. They want a lawyer who listens, who can translate complex issues into actionable advice, and who can work with them toward a shared goal.

To meet this expectation, you’ll want to adopt a partnership mindset with clients, and aim to provide insights, not just answers. Ask questions, anticipate challenges, and offer solutions before clients ask for them.

You can also make use of digital collaboration tools like shared workspaces, task dashboards, and digital checklists to keep everyone aligned and eliminate “version confusion”. These tools can help clients feel like they’re part of the process. A legal management platform can make collaboration fast, easy, and instant.

Social Responsibility and Values Alignment Come Into Focus

Modern clients care about who they work with, especially younger clients and corporations with ESG mandates. These clients want firms that reflect their own values, whether it’s environmental responsibility, community engagement, or diversity, equity, and inclusion.

You can demonstrate to clients that you care about their values by being intentional and transparent about your firm’s values. Publish your firm’s commitments on your website, and make sure you back up your words with visible actions. Whether you volunteer, mentor, or adopt sustainable office practices, communicate it authentically.

You’ll also want to invest in establishing a robust company culture. Workplace culture can attract new clients by demonstrating to them that you share values. The stronger your culture is, the better your reputation will be.

Ultimately, client expectations are about experience. Building out a modern legal practice isn’t just about legal expertise, it’s about creating a transparent, efficient, secure, and human client journey. Firms that leverage technology to deliver superior experiences will thrive. Meet clients where they are, and they’ll not only return to you, but refer you.

Is it time for your legal practice to evolve? Appara can help. Schedule a demo to unlock your FREE trial and discover how Appara’s suite of entity management, workflow automation, and document automation products can help you entice and satisfy clients.