Trust is the foundation of the attorney-client relationship. Strategic communication builds trust that lasts beyond case resolution.
The Trust Equation
Trust = Credibility + Reliability + Intimacy - Self-Interest
- Credibility: Demonstrate expertise through helpful information
- Reliability: Do what you say, when you say
- Intimacy: Show you care about them as a person
- Low Self-Interest: Focus on their outcome, not your fee
Communication That Builds Trust
Proactive Updates
Don't wait for clients to ask. "No news" updates show you're actively working.
I wanted to touch base even though there's no major update. Your case is progressing normally - I'm currently [specific task]. I'll reach out again in [timeframe] or sooner if anything develops.
Transparent Timelines
Set realistic expectations, then beat them.
Realistically, this phase takes 4-6 weeks. I'll push for faster, but I want you to have accurate expectations rather than false hope.
Personal Touch
Remember details about their life.
How did your daughter's graduation go? I remember you mentioned it was coming up. Hope you were able to enjoy it despite everything.
Trust Destroyers to Avoid
- Over-promising and under-delivering
- Legal jargon that confuses
- Defensive responses to questions
- Long gaps without communication
The Referral Effect
Clients who trust you refer friends and family. Your communication today is your marketing tomorrow.