What Are Ways to Keep Clients Updated Without Overwhelming Them?

What Are Ways to Keep Clients Updated Without Overwhelming Them?

We asked Directors and Presidents with client accounts for their best tips on keeping clients informed without overwhelming them. From using personalized video updates to creating a client dashboard, here are five effective methods for communicating with clients.

• Use Personalized Video Updates
• Employ Just-In-Time Communication
• Provide Multi-Channel Updates
• Understand Client Communication Preferences
• Create a Client Dashboard

Use Personalized Video Updates

As a personal injury attorney with a bustling practice in Las Vegas, maintaining clear, concise communication with clients is crucial, especially when navigating the complexities of recovery and litigation. I’ve found that the most effective way to keep clients informed without overwhelming them is through personalized video updates. These updates allow me to explain the latest developments in their cases and what to expect next in a digestible format. This method personalizes the communication and breaks down complex legal jargon into understandable language.

I started implementing video updates during a high-profile case involving a multi-million-dollar claim, where the client needed regular, detailed updates. These videos became a pivotal tool, allowing the client to feel connected and well-informed about their case without the stress of reading through dense legal documents or lengthy emails. This approach has significantly enhanced client satisfaction and has been particularly appreciated by clients who prefer visual and verbal explanations over written ones. It’s a strategy that respects their time and emotional space while keeping them engaged and informed.

Employ Just-In-Time Communication

As a Director of Marketing in an affiliate network, employing a "Just-in-Time Communication" strategy helps keep clients informed without overwhelming them. This approach tailors updates based on clients' specific needs and actions, ensuring they receive relevant information when it matters most. By segmenting clients into distinct categories, you can effectively deliver targeted communications that enhance engagement and prevent information overload.

Provide Multi-Channel Updates

We publish a newsletter every other month so that we can engage with clients and let them know what is going on in the company and the industries we serve. We also do regular emails to keep them in the loop on specials, new products, and suggestions on events that may fill a particular gap or need they have. Weekly, we put out a video blog addressing a wide range of topics that our clients seem to enjoy.

Understand Client Communication Preferences

It is essential to comprehend the communication preferences of your clients for effective engagement. Some clients may prefer comprehensive reports, while others may seek only concise summaries. Initiate the process by inquiring about your clients' preferred mode of receiving updates and the specific information they prioritize. This approach allows for tailored communication to align with their needs, facilitating the assimilation of information and demonstrating a commitment to honoring their time and preferences.

Create a Client Dashboard

We've created a simple client dashboard using Notion. The board contains sections that show the client what to expect from us, what we need from them, and the current progress of the project. That way, they feel like they can always check in to see the status of their project without having to email our team, and we can push updates to them whenever a milestone is hit, or an action is needed from them. It has significantly reduced the number of emails back and forth and made it easy for our clients to organize and retrieve any of the files that they need from any stage of the project.