It is often the small things that make a big difference for clients. This was brought home to me when I recently concluded a case. I had been acting for a husband in a difficult separation. The matter was particularly sensitive because the parties had a disabled child and care for the child was a real issue between the couple. Separation had been very much against my client’s wishes and he had been distraught about the effect that a divorce would have on the disabled child. To cut a long story short, the parties were eventually reconciled and found a way to live together in the future. The court proceedings were concluded and I closed my file and sent our usual “How did we do” questionnaire for him to complete.
On the return of the Questionnaire the point that he highlighted that we had done particularly well was that we had communicated with him promptly and regularly and kept him fully informed as to what was going on. It is very easy from our point of view when we get an email or letter from the other side to think that it can easily wait a day or two as it will make no great difference to the outcome. That may well be true but, from the point of view of the client the issues are, quite literally, affecting their entire life and are vitally important. They are anxiously waiting to hear from us whether it by email or phone to know what is happening and where this might leave them. On a busy day it is sometimes hard to remember to copy in a client to an email or forward a document received. Whilst this must never be done without thinking through the consequences keeping our clients fully informed is something that we strive to do and, at least in this case it had been much appreciated.