How to Help Your Clients Understand Your Process

How to Help Your Clients Understand Your Process

Have you ever had a client who just didn’t get why you do things a certain way with your law firm? Perhaps you ended up stuck in an awkward conversation with them while they asked lots of questions with a slight air of mistrust?

This happens more than you might expect in the legal world. In these moments, it’s important to remember that the client is not trying to be difficult. But it can be understandable to feel frustrated about having to defend your processes. 

Consider this: perhaps the client simply doesn’t have enough information to understand why you operate the way you do, or why certain legal processes exist. This is why it’s important to provide as much information and education to current and prospective clients as possible More information leads to greater trust.

So how do you educate your clients? Here are a few of the ways you can use your website and digital channels to improve the quality of information you give to your clients and help them better understand your processes so they will ultimately trust you more with their personal case matters.

  • FAQs: Visitors to your website will often have questions about your services, and so it makes sense that they would navigate to a Frequently Asked Questions section. A robust FAQ section gives you an opportunity to address many common customer questions upfront so they have the opportunity to get some important answers even before they reach out to you for the first time. Don’t feel like you have to limit yourself in these sections; you can always make your answers collapsible if it feels like the page is starting to get long.
  • Service pages: Your individual service and practice area pages are great opportunities for you to flesh out your approaches to each type of case you handle and what clients can expect when they work with you. It’s also an opportunity to display your knowledge and experience in the fields in which you practice.
  • Blog posts: Blog posts are excellent tools for expanding on specific topics or legal issues that might be the subject of client interest or questions. You can either take a deep dive into an issue or simply give general, practical information for your viewers. This adds a lot of value even before the visitor contacts you about your services and makes it possible for them to go into their first meeting with you with a greater understanding of your practice area.
  • Social media: Social media is a great platform for sharing more information in the form of links, posts and videos, as well as for interacting directly with people in your target audience and encouraging them to connect with your firm.

Remember: an educated client is a trusting client. For more tips about using your web platforms for building trust in your clients and helping them understand how your firm operates, contact us at Conroy Creative Counsel.


I'm Karin Conroy

Founder of Conroy Creative Counsel, an award-winning recognized leader that has cracked the code of smart, sophisticated, and strategic marketing for law firms.

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