Maximum Lawyer Red Flags, Raves, and Referrals: What We Learned from Calling Every Client
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Dec 25, 2025 Devon Slovensky, founder of a family law firm in Southwestern Virginia, shares her innovative approach to client communication through 'client happiness calls.' These calls help maintain high standards of service and accountability within a growing firm. Devon explains how tracking client satisfaction reveals hidden issues and how proactive outreach can mend relationships with unsatisfied clients. She emphasizes that clear communication is valued over speed and showcases how this system boosts referrals and improves overall client relationships.
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Implement Regular Client Happiness Calls
- Create regular "client happiness" calls to check client understanding and satisfaction.
- Use these calls as structured quality assurance to hold attorneys accountable and prevent communication gaps.
Clients Hide Dissatisfaction
- Clients vary widely in how much communication they need and often won't speak up when confused.
- Proactively asking uncovers hidden dissatisfaction and prevents negative word-of-mouth.
Staff The Role Outside The Legal Team
- Hire a part-time, warm Client Happiness Coordinator separate from the legal team.
- Track calls in a project board (Monday/Asana/ClickUp) and push results into your CRM for visibility.