GHOSTBUSTING: 10 Ways Successful Client Communication Can Help Your Firm Ward Off Mean Spirits.

• Jurisdiction: United States
• Date: 01 May 2016
• Author: McCullough, Heather

You've heard the term "ghosting," right? According to the Urban Dictionary, the term describes "the act of suddenly ceasing all communication with someone the subject is dating, but no longer wishes to date." No further communication. At all. The tabloids are full of stories about celebrities who have ghosted or been ghosted in a relationship. But this term doesn't just apply to romantic connections. We all have been guilty of ghosting a hairdresser, a financial advisor or an eye doctor.

What does this have to do with law firm clients? Well, it leads us to ask: Have you been ghosted by a client or clients? Does your firm formally track client relationships? Does your firm place a special emphasis on clients whose revenue with the firm is declining? Do you ask why this is happening? Or maybe many in your firm assume that the client is "giving you all the work that they have."

Is Your Firm Being Ghosted by Clients?

As with any relationship you would like to continue or grow, communication is at the heart of what strengthens the bond. It isn't always easy--it takes time and focus to do it well--but the benefits are too numerous to count.

Don't let past poor client relationships haunt you. Here are ten ways that successful communication with clients can help ward off the mean spirits and hopefully ghost-proof your client relationships.

1 Be upfront about expectations.

Ask your client to clearly state their expectations from the very beginning of the relationship--and you do the same. Ask them how they like to correspond, receive updates or even receive bad news...