By Liad Hadar, Director at Hadar Incorporated, Specialist Property Law Firm
This article first appeared in Asset Magazine’s May 2024 edition

Whilst many look to professionals for their unique skillsets and problem-solving abilities, it is often the less enchanting skill of effective communication that is underappreciated and underutilized.

For me, communication stands as the cornerstone of exceptional service. The art of excellent communication is not merely a skill but a guiding principle that should underpin every client experience.

In this article, I delve into the significance of communication within a profession not particularly known for high levels of it, exploring its importance, defining the characteristics of good communication and the far-reaching benefits which it yields.

I also deal with the effect of poor communication, which leads to disappointment and underwhelming experiences even when good work is produced!

Why Communication Matters

At its core, effective communication fosters clarity, transparency and trust.

In the legal landscape, where clients are not always familiar with technical or complex issues, clear and concise communication is paramount.

It helps clients understand the legal intricacies of their position, enabling informed decision-making and minimizing misunderstandings. Simply said, effective communication helps clients understand their rights in a particular situation, their risk/reward and prospects of success.

Characteristics of Good Communication

Good communication transcends mere exchange of information; it embodies active listening, empathy, and responsiveness.

Legal practitioners adept in communication actively engage with clients, seeking to understand their concerns and objectives, whilst providing easy to understand input and advice.

Clear and jargon-free language facilitates, while timely updates and accessible channels ensure clients feel valued and informed throughout the legal journey.

Managing Client Expectations

Central to effective communication is the management of client expectations.

Transparency regarding legal processes, potential outcomes, and associated timelines is essential in mitigating unrealistic expectations and averting disappointment. Establishing clear communication protocols, including regular progress updates and avenues for client queries, cultivates an environment of trust and collaboration.

Simplifying processes, technicalities and costs through effective communication leads to an overall satisfying experience for any client.
Moreover, robust communication cultivates strong client relationships, enhancing satisfaction and trust.

Who Benefits from Effective Communication

The benefits of effective communication extend beyond client satisfaction, permeating every facet of legal practice.

Internally – clear communication fosters cohesion among legal teams, promoting collaboration and efficiency.

Externally – it assists in providing an exceptional service and client satisfaction.

Drawing Parallels

Comparisons with other professions characterized by poor communication explains the positive impact that effective communication can have within the legal industry.

Consider, for instance, going to the doctor when feeling unwell, being advised that blood tests would urgently be required and that the doctor would advise of the results “later”. Hours pass and no response or update is provided. The most common feelings are that either the doctor has not yet received the results or that the tests have been received with worrying outcomes. Either way, anxiety arises out of waiting to be updated.

Would it not be better if doctors had communication systems to advise, in real time, when tests were delivered to the labs, when tests were concluded and when the doctor has received the tests for consideration and explanation?

Instead of idly waiting (and most likely worrying) for the doctor to advise of the outcome of such test, one could at least know where in the process those tests are.

Legal Updates

The same could be said of legal practitioners who take on a matter, undertake to prepare a letter or legal action for a client and then not update them for days or weeks on end. Often, the natural assumption is that no work is being done.

Another example is when a legal practitioner attends at court but does not update you in real time or as soon as a matter is concluded, leaving you to assume the worst case scenario of having lost the matter.

Legal practitioners have it in their control to become adept in communication and to cultivate environments of efficient updates to clients.

By proactively engaging with clients and providing timely updates, even when nothing substantial has happened in a matter, they instil confidence and assurance, fostering enduring client relationships built on trust and a feeling of dependability.

Hadar Incorporated’s Commitment to Excellence

At Hadar Incorporated, communication is of utmost importance and permeates every client interaction.

By prioritizing clarity when providing helpful explanations throughout a matter and being devoted to responsiveness, our team ensures that clients are empowered with the knowledge and understanding necessary to navigate the legal landscape effectively and feel that their matters are constantly progressing within reasonable time periods.

From initial consultations to resolution of matters, communication is central to client success and satisfaction.

Effective communication is therefore not merely a skill but a fundamental aspect of legal practice essential for longevity and success for all.