Billing materials should demonstrate progress.
Invoices are powerful marketing communications tools. An invoice keyed to activities rather than hourly increments helps the client track process and recall past discussions. It confirms that, “We did what we promised.”
Include complimentary activities.
Perhaps you spent time explaining DWI laws with your client’s brother in law [gratis], lunched with the client’s daughter to discuss law school options [gratis], and sent copies of a brief to the client’s vacation home [gratis]. Include these activities to remind the client that you value the relationship.
Communication guidelines – ground rules – manage expectations.
When you set communication guidelines for everyone who touches a client's experience from the front receptionist to the senior associate, you create a consistent service quality atmosphere that reinforces the service expectations set in one-on-one conversations with the lead attorney. Guidelines also influence the entire culture of the firm.