Sponsored Content: 3 Strategies to Create a Referral-Worthy Client Experience


More than half of surveyed lawyers say acquiring new clients is their biggest challenge. Retaining them can also be difficult in today’s fast-paced legal landscape. Fortunately, there are simple ways to provide an exceptional client experience, appeal to more prospects, and increase referrals.

Strategy 1: Provide online payment options

People love convenience. In a world of retail tap-to-pay and one-click e-commerce checkouts, cash and checks are becoming outdated payment methods.

The Legal Industry Report from LawPay and MyCase (our sister company specializing in legal practice management software) found that 84% of surveyed legal professionals now accept credit cards and ACH payments from clients via online payment tools. The benefits of accepting online payments surpass meeting client expectations.

  • Our Legal Industry Report found that collection rates for customers who accepted online payments were nearly 10% higher than those who didn’t.
  • Additionally, 61% of legal professionals surveyed for the report claimed their firms collect more money because of online payment processing software.
  • Finally, our Benchmark Report found that LawPay and MyCase customers collected 33% more from clients who paid using LawPay for online payments versus checks and cash.

Strategy 2: Ensure timely and consistent communication

Rule 1.3 of the American Bar Association Model Rules of Professional Conduct states,  “A lawyer shall act with reasonable diligence and promptness in representing a client.” This may sound like a no-brainer, but a lack of a timely response is one of the most common complaints among clients. In fact, our Legal Industry Report found that almost 70% of lawyers see client communication as a challenge.

Failing to respond within a certain window (typically within 24 hours) may lose you a client. Bear in mind that most clients are reaching out to you at a critical or stressful time. They need legal help as soon as they can get it—if you don’t respond to them, another firm will.

Strategy 3: Set clear expectations

Though the phrase “client experience” has become a bit of a buzzword, it’s a crucial element for any business to get right. Cultivating an exceptional client experience leads to client loyalty, word-of-mouth referrals, and, ultimately, revenue growth. How you interact with clients will ultimately shape their experience with your firm.

Start off by setting clear expectations from the very first meeting. This may include:

  • The process your firm takes with cases like theirs, such as the next steps following the initial consultation
  • The estimated timeline for their case
  • How you plan to bill their case, including your rate information and when bills will be due, as well as how to pay

Billing and payment misunderstandings are the fastest way to create resentment and confusion among clients. Utilizing a reliable payment platform, such as LawPay, enables you to automate invoice sends and reminders, helping to ensure that payment doesn’t become an issue between your firm and the client.

Track time, invoice, and get paid—anytime, anywhere

LawPay’s payments platform ensures IOLTA compliance and helps elevate the client experience through simple, flexible, and convenient payment options. Learn how LawPay can help you run your firm efficiently and free up time to focus on practicing law—anytime, anywhere.

Mary Elizabeth Hammond is a Senior Content Writer at LawPay, the #1 legal payments processor. She is based in Salt Lake City, Utah.