Estimated read time: 5 minutes
Google “what do clients want from a law firm”, and you’ll receive a swathe of answers, most of which are generic blogs written for the advantage of the company producing the content – a tech company saying clients want their Solicitors to invest in technology is not something we have ever heard a person seeking legal advice to solve their problem say. What people generally want when they instruct a Solicitor is access to an experienced person who can quickly solve their problem at a fee that doesn’t require them to take out a second mortgage.
Of course, the above is an extremely simplistic take on client requirements. The most effective way to understand what people want when they see a Solicitor is to analyse independent surveys and client reviews. And as in line with our commitment to take care of marketing and administrative duties so you can focus on delivering exceptional legal services, we’ve taken the trouble to do this for you. Below are the key things clients want from their Solicitor in 2025.
Responsiveness
Comb through Google and Trustpilot reviews on UK law firms, and one complaint comes up repeatedly – my Solicitor will not get back to me, return my emails, communicate etc etc. Unfortunately, we live in an age of instant gratification. People expect their questions and concerns to be answered immediately, and thanks to Chatbots, social media, and the internet, generally their wish is gratified.
Now most clients know that law is complicated, and you cannot always give people a nice neat answer straight away. It’s perfectly acceptable to take time to ensure the advice you give is right and in your client’s best interests. What they cannot abide is weeks of silence. Even if you have nothing to report, it only takes a moment to quickly message your client to tell them things are progressing and as soon as you are in a position to conclude their matter you will be in touch. And if they call or email you, the same applies. When it comes to client care, it’s the little things that matter the most.
Understand business as well as the law
According to a major research project by the Legal 500 in which Solicitors at some of the UK’s 100 top law firms were interviewed, clients facing high-cost and high-stakes disputes value expertise, experience, and judgement on legal matters and “to an extent – on wider strategic issues.”
One partner commented:
“They [clients] also want lawyers who understand the context in which they’re delivering their advice – the things you’re not taught in law school are really important.”
Value for money
Price is not the driving factor for commercial clients. Rather, they are focused on value. They want to know that their legal advisor is working as efficiently as possible whilst providing the most up-to-date, creative advice and support. This is where working as a Consultant for a New Model Law Firm can be highly advantageous. Rather than getting bogged down with administrative and marketing duties, you can focus solely on your craft and enhancing your expertise.
Listening
Being listened to fully and without interruption or the feeling the other person is just waiting for their turn to speak, is a rare joy. When it comes to the solicitor–client relationship, listening deeply and empathetically is crucial.
Consider the following:
“The analytical process through which the decision is made must have integrity. At a time when the client’s decision-making capacity is likely weakened by stress, part of the lawyer’s role is to help the client to make careful decisions in the context of that stress. While the lawyer must learn about the legally relevant facts that can impact the outcome of a negotiation, trial, or other disposition of a matter, lawyers also have ethical and professional obligations to understand their client’s interests and goals in order to help the client make informed decisions about their case. This re quires lawyers to engage in careful listening, questioning, and exploratory dialogue beyond the advice-giving realm.”
When a client is listened to with empathy, they will trust you and divulge more information. This, in turn, helps you understand their situation better and thus provide more valuable advice.
Concluding comments
If you’re thinking of launching your own legal practice in 2025, please give us a call to talk about how we can support you. At Nexa Law, we provide the platform, complete with administrative, practice management, technology, and marketing support, so you can focus solely on giving excellent legal services to your clients. And what’s more, we don’t charge a joining fee.
We would love to hear about your commercial ambitions and tell you how we can support them.
Schedule a call or fill in our contact form.
We look forward to celebrating your success.
